Technical Solutions Engineer

• Jun 2022 - Present

Intraday Performance Analyst

• Apr 2018 - May 2022

Monitor daily Key Performance Indicators to diagnose emerging trends and adjust resources as required Develop and maintain a comprehensive forecasting model, using regression analysis knowledge Utilize Management and scheduling tools to forecast work volume, AHT, and shrinkage to create staffing requirements Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc. Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.) Provide medium and short term forecast to account for changes in campaigns or volume disruptors Show less

Ingeniero proyectos Jr

• Sep 2017 - Mar 2018

Integrated for the purpose of the designing, budgeting and execution of projects related to solar energy for agricultural irrigation, residential energy production and peak shaving energy consumption on local industry. Integrated for the purpose of the designing, budgeting and execution of projects related to solar energy for agricultural irrigation, residential energy production and peak shaving energy consumption on local industry.