Workforce & Reporting Supervisor - Virtually inCredible
(2022-02)
- Leads and manages PH Workforce Management Team
- Manages the intake of work and distribution to the team
- Ensures team actions and resolves issues reported by the end-users within the SLA timeline
- Identifies areas of improvement for the team's performance and creates actions plans for the team
- Provides continuous training to Reporting Analysts to improve skillset
- Ensures that personal and team goals are set and provide the necessary coaching, mentoring, and assistance in order for team members to achieve their targets
- Conducts performance management activities for team members supervised, ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
- Prepares and submits reports on team performance, issues, action plans for improvement, dashboard usage, ticket resolution, data input completeness, and accuracy to the manager and program manager
- Prepares Timekeeping details of the Program I am supporting including all the Client managed accounts
- Validates Attendance Payroll Files of all Accounts prior submission to Finance
- Workforce Management Functions which includes managing Real Time Monitoring, Scheduling and Capacity Planning
- Participates in onboarding new Clients and attend Client meetings
Workforce Manager - Aventus, LLC
(2020-05 - 2022-12)
- Remotely provide Workforce Management Functions and Support to US Accounts and US based work-from-home representatives
- Creates Capacity Plan
- Creates Forecasts and Schedules
- Real Time Monitoring
- Creates Reports related to WFM - such as but not limited to Occupancy, Utilization, Shrinkage, etc
- Participates in Internal and Client calls
- Provide the Management business insights
- Manages PH WFM Team
- Serves as secondary support for IT Admin in creating profiles and users on CRMs - Konnective, Sticky.io, Terminal.Layer2 and Five9
- Tools: Injixo and Five9
- Reports directly to the CEO
Workforce Manager - Ubiquity Global Services
(2019-10 - 2020-01)
- Manage the daily workflow for WFM Real Time and Planning team
- Ensure accurate, effective and efficient Forecasts and Schedules
- Collaborates with Centre Leadership to improve performance on meeting Client's SLAs
- Lead and mentor WFM team to expand education and strategize based on best practices
- Leads the team of 30 analysts
- Participates and provide business insights in Internal Leadership and Client calls
- Create Business Continuity Plan
- Leads back up WFM for European Sites should they be on downtime - Budapest and El Salvador
Workforce Manager - Proof Business Outsourcing, Inc-Iloilo City - Iloilo City
(2018-11 - 2019-09)
- Manually calculates Internal Forecasts, Staff Plan and Capacity Plan
- Weekly Scheduling
- Site Roster, Absenteeism and attrition reports
- Prepares weekly executive summary reports
- Supports multiple programs and 2 sites
- All other WFM related reports requested by the General Manager and Executives
- Sign off reports published by the team
- Overseeing real time performance of all programs
- Direct point of contact of Client on WFM matters
- Manages 14 heads under my bucket. With 6 full time analysts and 8 agent floaters assigned to me from Closed Programs
- no WFM tools available
Workforce Manager - Rethink Staffing PH, Inc-Iloilo City, PH - Iloilo City, PH
(2018-05 - 2018-11)
- Manually calculates Internal Forecasts, Staff Plan and Capacity Plan
- Weekly Scheduling
- Monthly agent stack rank
- Weekly Performance Trending Dashboards
- Site Roster, Absenteeism and Attrition reports
- Supports multiple Programs - Online Proctoring, Text Messaging, Web design, Back Office, Inbound and Outbound
- All other WFM related reports requested by Operations Director and the CEO
- Direct point of contact of Client on WFM matters
- no WFM tools available
Workforce Supervisor - Hinduja Global Solutions, Ltd-Iloilo City - Iloilo City
(2016-03 - 2018-04)
- Manages the Site overall WFM Function - Real Time, Reporting, Planning & Forecasting and Scheduling
- Prepares all Financial reports of all Programs in Iloilo Site - Invoices, Revenue Estimates, Variance Analysis,Program initiated incentives, Client pass on costs, agents' appraisals and the like
- Prepares Internal, Program and Site level reports - Headcount, Productivity, Occupancy, etc
- Prepares Ad hoc report requested by Operation Heads, Site Director, Director of Client Services and VP of Operations/WFM
- In Charge of Invoice Consolidation for Iloilo, Bangalore and Hyderabad Sites(India)
- Maintains Client Database
- Act as Client point of contact on consolidation of reports for 3 Sites - Iloilo, Bangalore and Hyderabad
- Coaches and guides Operations as to Financial Performance
- Prepares forecasts, capacity and schedules of the programs
- Attends Client Staffing Calls
- Reviews daily real time performance and provides root cause analysis
- Administratively reporting to the Site Director and Functionally reporting to VP of Operations &WFM
- Maintains the reporting integrity of WFM
- Coaches, provide feedback and manages 14 people in WFM Team
- Acts as Department Head and member of Iloilo Leadership Team
- Tools - Blue Pumpkin/Verint360 and CMS
Workforce Analyst - Transcom Worldwide Philippines
(2011-12 - 2016-01)
- Provides real-time management of queues
- Managing and reporting variances to Intraday Plans (IDP)
- Provides monitoring and tracking real-time agent adherence and compliance
- Create reports and ensure accuracy for all reports
- Assists in written communication and reports where required
- Support Process Leads on process and implementation
- Responsible for Real Time queue management focusing on Service Level, Occupancy and ClientPerformance metrics
- Support the Management of the Production Hour's and Revenue trend to budget
- Do regular analyses of Intra Day Plans (IDP's) and propose corrective actions accordingly
- Authorize Real Time off-production time consistently with operational needs and budget parameters
- First point of contact for all escalations (fire, flood, medical, clients, technical system issues, etc.). Identify and contact appropriate parties
- Tools that we used: EWorkforce Management (EWFM), Real Time Adherence (RTA), Supervisor AVAYA CallMonitoring System, Comcast Support Center
Workforce Sr Specialist/Scheduler/Planner - Teletech Customer Care Management Inc
(2011-02 - 2011-09)
- accountable for scheduling, real time adherence, forecasting & analysis, reporting, shift bids, and managing agent staffing to client delivered volumes
- responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns
- ensure that policies for scheduling are followed
- provide recommendations (based on forecasting and trending analysis), on FTE hiring for various lines of business (LOBs), across sites as well as conduct head count production analysis
- responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet Company's financial requirements
- work closely on day-to-day basis with operations leadership influencing and providing recommendations based on agents performance reports in order to comply with financial requirements
- work closely with HC on scheduling and uploading employees to new hire trainings, nesting time, and transitioning from one line of business to another when needed
- gather information, analyze data, observe the process and participate in efforts to constantly look foropportunities to improve current process affecting schedule adherence and reporting and communicate theirideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)
Specialist 1/Real Time Monitoring Specialist - Teletech Customer Care Management Inc
(2010-07 - 2011-02)
- accountable for managing agent staffing to client delivered volumes
- responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy(IOCC %) and phone occupancy (POCC %) targets to meet financial requirements
- understanding the contractual parameters of the client in-chair occupancy, average call handle time
- tracking and trending call volume history
- tracking associate absenteeism and other components of the overall work flow
- provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards
- responsible for presenting production reports and data analysis
- work closely on day-to-day basis with operations
- expected to have a thorough working knowledge of Company policies and procedures related to WFMduties and client specific requirements and expectations
- Understand and improve the key success metrics associated with workforce management goals
- Outage management
Payroll Specialist - Teletech Customer Care Management Phils., Inc
(2007-05 - 2010-06)
- Proper timekeeping (kronos)
- Prepare pay disputes/pay adjustments
- Conducting New Employee Orietation
- other payroll related reports required by superior
- Site person in-charge/handles all payroll and timekeeping queries
Payroll/Compensation assistant - Intellicare (Asalus Corporation)
(2006-01 - 2007-05)
- Proper time keeping on staffs, medical teams, call center agents, messengers and utilities both direct hireand from the agencies
- In-charge for the payroll of project doctors and nurses
- retropay/salary adjustment
- final pay
- 13th month pay & bonus
- other payroll related reports as required by superior
Visual Inspector - Takata Phils. Corporation
(2005-05 - 2005-10)
Visually inspect products to be free from any defect, if any, always see to it that it should be within limits.
Cashier/Inventory clerk - Kelapa Gading Beach Resort
(2004-06 - 2005-03)
Accounting clerk - Office of the Municipal Accountant-Buenavista, Guimaras - Buenavista, Guimaras
(2004-02 - 2004-06)
Bookkeeper - Rural Bank of Buenavista (Guimaras) Inc
(2003-08 - 2004-01)
