Workforce Manager

• Mar 2017 - Present

Senior MIS Supervisor

• Oct 2016 - Mar 2017

Customer Service and Workforce Analytics Officer

• Jul 2012 - Oct 2016

Workforce Management - Interval, Daily, Weekly and Monthly Reporting - Real time Management and Schedule Adherence - Determine need for overtime and VTO - Database Management, Telephony System and Tools Maintenance - System Codes Usage and Ad-hoc Reports - Coach and Develop WFA - Develop processes to support Operations - Oversees and manages team leads to plan for real time strategy and provides feedback to higher management regarding previous day achievement Reporting and Scheduling - Updates daily Contact Center Reports and Agent Performance Report - Weekly Metrics Deck and Data Analysis for Managements’ Review - Payroll and Agents Performance Ranking - Provides Weekly Schedule for the Contact Center - Prepares and analyzes historical data and provide forecast across all channels (Inbound, Outbound, Chat and Email) Forecasting and Capacity Planning - Provide recommendations regarding future staffing adequacy presented weekly - Compute for headcount requirement 6months rolling period - Communicate with Recruitment and Training headcount needs across all channels

Workforce Scheduler

• Jan 2011 - Jul 2012

- Plans, prepares and analyzes forecast and trends including call volumes, capacity required, resource allocation to optimize and utilize manpower based on clients’ forecast- Responsible in meeting clients’ target based on required vs actual calls- Determine schedules of off-phone activities based on staffing requirements- Conduct weekly staffing/scheduling meeting to provide Operations with updates and ensure proper action needed with regards to staffing- Facilitates newly hires class to ensure understanding in WFM Processes

Workforce Analyst

• Sep 2009 - Jan 2011

- Manages real-time call center performances to meet client and company targets as it relates to staffing within:- Real Time Staff/Agents management. Monitors and adjusts Agent’s schedule using scheduling tool to balance the actual vs required staffing- Manages Agent’s received calls vs their schedules with regards to Adherence, Service Level and Staffing Index- Responsible with the historical and real time analysis of data for Cricket account- Provides full support to the Operations (Data Analysis, Statistics & Technical)- Provides assistance regarding the system tools and login credentials of the Cricket Agents- Provides and maintain data management and templates used in Cricket (HCDB, Aux Summary, Absenteeism and Attendance Template, Interval and EOD Reports, Cricket Stats - DWM Reports, Interval Stats and Agent Stats – DWM Reports and other ADHOC request)- Responsible with the proper exception codes for Agents use for their Statistical Analysis

Administrative Assistant

• Dec 2008 - Sep 2009

- Primarily handles the Montreal Cash and Pre-Legal Dialer Reports- Responsible with AMEX Dialer Report- Responsible with NCO CE & DMM Dashboard Report- Responsible with Capital One Skip TCC Reports- Provides Workstation Assignment and Login Sheets for GE Collection and Credit One Collection Accounts- Maintain and update Headcount Database and Roster of Credit One Collection Account- Supports other Ad Hoc Request

Milo Coordinator

• Jul 2007 - Dec 2008

- Overall management/responsible with regards to MILO events and samplings (Metro Manila): - Execute and Supervise operation - Coordinates with the clients and effectively manage clients relationship, promptly responds to queries and ensure to manage clients expectations. - Supervising team members and ensures that quality service implementation are met. - Prepares weekly and monthly inventory, survey and redemption reports. - Responsible for the safety and monitoring of the operation equipments as well as the MILO Van.