BPO specialist at Arvato Bertelsmann (2012-05 – 2013-12)
Reservation Specialist at Teleperformance PH (2014-05 – 2015-09)
Real Time Analyst at Teleperformance PH (2015-09 – 2017-04)
Realtime Analyst at PPOC (2017-05 – 2017-08)
Realtime Analyst at TELUS International Philippines (2017-10 – 2018-06)
Realtime Analyst at Full Potential Solutions (2018-07 – 2022-01)
Sr. Realtime Analyst at Full Potential Solutions (2022-01 – 2022-10)
Capacity Planner at Full Potential Solutions (2022-10 – 2024-12)
- Analyze historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients.
- Interprets account SOW and creates assumption (AHT, SLA) to be used in forecast creation
- Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy
- Develops reports on locked volume forecasts and reports the same to the account's leadership team for planning and staffing recommendations
- Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval
- Creates and optimizes reliable fifteen (15) minute to thirty (30) minute Start/Stop Time interval schedules to achieve service levels. Maintains Staffing lines per 30min time interval so as to achieve forecasted daily SLAs, meet client driven staffing line and scheduling indices
- Creates preferences and applicable templates to effectively optimize schedules for the account's Hours of Operation (HOOP) / Hours of Support
- Maintains schedule efficiency through approved scheduling parameters by running "what-if" scenarios to maximize service level agreement of the account
- Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions.
- Responsible for creating, generating and sending weekly views showing projected/FC SLA, recommended Overtime.
- Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
- Develops and updates as necessary process documentation on workforce management for auditing purposes
- Ensures compliance to the approved workforce management processes as described in WFM processes, SSE and/or other Sykes standards. Develops initiatives to drive the continuous improvement.
Realtime Analyst at Unity Communications (2025-03 – Present)
- Intraday Management
- Report dashboard creation
- Coordinates appropriate staffing allocation and availability to maximize agents' productivity and meet or exceed client's requirements.
- Monitors local and offshore sites KPI to ensure profitability
- Monitors local and offshore sites to ensure optimal staffing levels.
- Runs, analyzes and sends reports with the result of making
- recommendations for adjusting staffing levels to meet operation needs.
- Determine and quantify forecast variance and recommends changes to enhance day to day operation
- Create, maintain and run Staffing Matrix based on forecast and requirements
