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workforce manager

  • Managed complete teams for workforce management such as Real Time Analysis, Reporting and Automation, Scheduling and Capacity, Forecast and Planning for +/-700 employees.
  • Managed long term forecast (13 weeks) staffing plan and led Weekly staffing meetings with board and client.
  • Created and Implemented new Procedures for different operations requests to comply with client SLAs.
  • Provided solutions, support and partnership to Operations and other support departments to focus in their core business.
  • Worked with Human Resources, Recruiting, and Training Department, coordinating hiring and training for new employees based on the capacity and forecast need.
  • Trained over 60 between Operations Managers and Supervisors in every WF CRM and tools used such as IEX and CMS.
  • Trained over 30 Operations Manager and Supervisors in Microsoft Excel – Basic and Intermediate level.

workforce manager

  • Worked with training and operations to coordinate multi-skill training for existing agents based on clients updates and refreshers for new products, system changes, etc.
  • Supervised proactive scheduling of discretionary activities such as training, meetings, overtime and under time
  • Supervised intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service objectives