Experience

Glovo

• Spain
• Consumer Services
• 700 & Above Employee

• Regional Workforce Management Coordinator

  • Aug 2022 - Present

  Barcelona, Catalonia, Spain Responsible for 2 of Glovo's Regions that translate to 8 hubs, a combination of inhouses and external BPO vendors: ~ Forecasting Contact Volumes and Staffing based on patterns, historical data and business insights ~ Consulting on required capacity and onboarding needs with focus on improving quality and costs ~ Responsible for the management and the development of the in-house WFM Analysts and RTM professionals ~ Coordinating with the hubs and vendors to set and achieve KPIs… Show more Responsible for 2 of Glovo's Regions that translate to 8 hubs, a combination of inhouses and external BPO vendors: ~ Forecasting Contact Volumes and Staffing based on patterns, historical data and business insights ~ Consulting on required capacity and onboarding needs with focus on improving quality and costs ~ Responsible for the management and the development of the in-house WFM Analysts and RTM professionals ~ Coordinating with the hubs and vendors to set and achieve KPIs (mainly SLA, FRT, Schedule Adherence, Utilization and Cost-related metrics) ~ Analyzing performance - implementing action plans to improve quality and efficiency ~ Acting as a project manager on projects to improve the WFM processes on regional & global level ~ Main technical POC of the WFM tool (Calabrio) ✨ And much more exciting stuff ✨ 💜 Contributing in the "Glow" ERG, aiming to empower women and femininities in the workplace (2022-2023) 💜 Show less



Wolt

• Finland
• Software Development
• 700 & Above Employee

• Workforce Planning Manager

  • May 2022 - Jul 2022

  Athens, Attiki, Greece For a short period, worked as the Workforce Manager of the Greek in-house hub of Wolt! Developed forecasting and planning methods from scratch, drove the shrinkage plan and created the schedules of the support department. Unfortunately had to leave early for personal reasons.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Workforce Management Analyst

  • Oct 2020 - May 2022

  Greece ▪️Forecasting & Capacity Planning based on historical data and business insights ▪️Shift scheduling (Teleopti & Nice IEX) for 150 agents during low seasons and up to 750 during Peak Season ▪️Reporting and daily analysis on the performance; suggestions on actions to improve results ▪️Financial Planning: Budgeting and continuous follow ups on actual numbers and action plans to improve them

• Customer Care Representative

  • Aug 2018 - Oct 2020

  ▪️Technical Support (media) ▪️After Sales Support (retail) ▪️Player Support (mobile games) Through phone, chat and email channels.



H&M

• Sweden
• Retail
• 700 & Above Employee

• Sales Advisor

  • Jun 2018 - Jul 2018

  Athens, Greece



AXF SA

• Greece
• Retail Apparel and Fashion
• 1 - 100 Employee

• Sales Advisor

  • Feb 2018 - Jun 2018

  Athens, Attiki, Greece



Cosmote e-Value

• Greece
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Center Representative

  • Jun 2017 - Jan 2018

  Agios Stefanos, Attiki, Greece