Kyle Valentin

Data-driven Workforce Management professional with over 5 years of continuous, progressive experience in the BPO sector. Proven track record across tier-1 lines of business (including Uber and PayPal) specializing in the integration of real-time operational logic with long-term capacity planning and structural scheduling. Expert at mitigating intraday variance, adjusting baseline forecasting models, minimizing client SLA penalties, and optimizing resource allocation to reduce company overhead costs.

Analyst, WFM Planning & Scheduling (SiriusXM US) at CONCENTRIX (2026-01 – Present)

• Manage near-term planning and tactical scheduling structures for a premium US satellite broadcasting line of business.
• Analyze continuous performance data to modify scheduling requirements, successfully aligning staffing curves with seasonal volume shifts.
• Facilitate stakeholder communications across operational loops to manage planned shrinkage and protect baseline service level agreements (SLAs).

Real-Time Analyst (Global Command Center for Uber) at CONCENTRIX (2024-08 – 2026-01)

• Spearheaded real-time intraday queue management for a high-volume, global tech application, handling critical escalations and tracking volume variances.
• Monitored live agent compliance, utilization benchmarks, and historical shrinkage values to deploy real-time countermeasures against queue backlogs.
• Partnered directly with international capacity planners to feed real-time trend exceptions back into baseline macro-forecasting models.

Planning & Scheduling Senior Associate (Everlake Insurance) at NTT DATA SERVICES INC. (2022-10 – 2024-07)

• Orchestrated short-term scheduling frameworks and shift rosters to align available agent headcounts with forecasted intraday volume curves.
• Managed real-time queue execution, tracking live service level agreements (SLAs) and administering intraday schedule exceptions.
• Analyzed weekly shrinkage trends, leave requests, and offline activities to adjust scheduling parameters and protect baseline program capacity.
• Generated ad-hoc performance reports for operational leaders detailing intraday schedule adherence and volume variance outcomes.

Workforce SP1 / Associate (Xoom / PayPal / Rocket) at VXI GLOBAL SOLUTIONS (2021-09 – 2022-10)

• Managed real-time execution and intraday analytics for premier global financial services lines of business.
• Executed tactical schedule modifications, leave management approvals, and operational variance analysis.

Technical Support Representative (AT&T, AOL, Yahoo, Epson, Comcast) at VARIOUS BPO PROVIDERS (2017-03 – 2021-09)

• Acquired extensive frontline operational experience across telecommunications and consumer tech programs, establishing a deep foundational knowledge of BPO queue dynamics, agent compliance, and call structures before transitioning to corporate WFM.

College Undergraduate – AMA University (2015)

Alternative Learning System (ALS), Accreditation & Evaluation Test Passer (2014)