Rman Reyes

24 years of experience in Call Center / BPO Industry with 19 years' experience in Workforce Management. Managed RTA and Planning teams across multiple sites in the Philippines and North America. Jointly responsible with Transition team to ensure WFM processes are embedded and effective in a new program before handing over to the permanent Operations Team.

Forefront for ACD & Scheduling technologies and Email / Chat systems. Manages well under stress and pressure; active participant in various ad-hoc activities; can relate well with people; sociable; voracious reader of books.

Senior Manager - Everise - Bonifacio One Technology Tower, Rizal Drive, 1634 31st Street, Makati City, Metro Manila

(2024-12-09)

• Manage RTA, Schedulers and MIS 20+ WFM Members
• Handles Medical Accounts (Centene) Multiple LOBs across multiple sites
• Coordinate with On-shore WFM Partners for Monthly and Weekly expected SLA
• Provides Weekly/Monthly Plans/Projections to key Stakeholders that would sustain and meet Client Requirements
• Instigated Site Reports such as:
• KPI - Productivity Reports - Program Level and Agent Level
• Program Performance Report - Intraday, Week, Month
• Root Cause Analysis
• Adherence and Shrinkage Report

Group Manager - WNS Global Services Philippines Inc. - Alabang, Muntinlupa City, Philippines

(2018-01 - 2024-12)

• Manage RTA, Schedulers and MIS 20+ WFM Members
• Handles Insurance Accounts (IAG) Multiple LOBs across multiple sites
• Coordinate with On-shore WFM Partners for Monthly and Weekly expected SLA
• Provides Weekly/Monthly Plans/Projections to key Stakeholders that would sustain and meet Client Requirements
• Instigated Site Reports such as:
• KPI - Productivity Reports - Program Level and Agent Level
• Program Performance Report - Intraday, Week, Month
• Root Cause Analysis
• Adherence and Shrinkage Report

Manager - Conduent - MOA, Pasay City, Philippines

(2016-11 - 2017-04)

• Managing a team of 1 Supervisor handling 15 WFM Members
• Handling 36 Accounts with Multiple LOBs across multiple sites
• Instigated Site Reports such as:
• KPI - Productivity Reports - Program Level and Agent Level
• Program Performance Report - Intraday, Week, Month
• Root Cause Analysis
• Absenteeism and Shrinkage Report

Sr. Associate Manager - Sutherland Global Services - Clark, Pampanga, Philippines

(2012-07 - 2015-06)

• Managing a team of 4 Associate Managers handling 85 RTAs
• Handling 20 Accounts with Multiple LOBs across multiple sites
• Instigated Site Reports such as:
• Productivity Reports - Program Level and Agent Level
• Program Performance Report - Intraday, Week, Month
• Root Cause Analysis
• SABRE Automated Reports
• Switch Reports
• Laser Focus Project Metrics
• Absenteeism and Shrinkage Report
• SDA/SA/SD Report

Associate Manager - Sutherland Global Services - Clark, Pampanga, Philippines

(2007-03 - 2012-07)

• Managed a team of 40 RTAs across multiple sites in the Philippines
• Monitored performance for 8 Accounts with multiple LOBs
• Implemented Bus
• Contingency and Succession planning for RTAs
• Coach the efficiency and productivity of assigned team members by establishing performance standards

Workforce Analyst - Sutherland Global Services - Clark, Pampanga, Philippines

(2006-09 - 2007-03)

• Provided Real - Time Queue Monitoring; identify agent on AUXes, and alert program heads and resolve delta on volumes and agents and improve metrics
• Sending Interval & EOD Reports to Program Management and Clients
• Monitoring Schedule Adherence (On Call / On Break)
• Maintenance of Absenteeism/Shrinkage Reports, AUX Reports, and AHT Reports

Technical Support Representative - Sutherland Global Services - Clark, Pampanga, Philippines

(2006-06 - 2006-09)

• Provide troubleshooting steps with customers under a Broadband DSL account

Scheduler & Forecasting Analyst - Cyber City Teleservices Ltd - Clark, Pampanga, Philippines

(2002-12 - 2004-03)

• Schedules the transition or work shift, trainings and breaks of Call Center Agents
• Forecast call volume to determine how many agents will work in the call center at any one time
• Provides real-time information to agents and supervisors, and training them on how to interpret the information

Customer Care Consultant - AOL Member Services Phils., Inc - Clark, Pampanga, Philippines

(2000-01 - 2002-01)

• Assist members with any difficulty experienced in the use of the AOL software provided by the company
• Conducts calibrations and presentations as maybe needed to improve the performance level and productivity of AOL consultants
• Performs other duties and task assigned by higher management as time permits

Bachelor of Science - Electronics and Communication Engineering - Holy Angel University (1999-04)