Experienced specialist with over four years managing workforce efficiency, specializing in real-time analysis, schedule management, and report development. Bilingual in English and Spanish, with strong leadership skills and a proven record of optimizing service levels.
Applied real-time analysis to monitor and improve workforce performance
Managed daily schedules and planned workforce activities to ensure optimal staffing levels
Developed operational reports to monitor performance and identify risks
Managed call queues and call center operations to meet service level targets
Supervised staff and provided one-on-one coaching to improve team performance
Teleperformance
Request overtime and analyze schedule availability, Manage and control staff during the day, Monitor real-time adherence alerts, Report job status of real-time employees, Manage call queues, Approve ancillary activities to increase occupancy levels, Administer daily schedule changes
Teleperformance
Analyze and report historical data and trends to develop predictive models, Supervise staff, One-on-one coaching to improve and calibrate the workforce team, Build long-term and short-term forecasts of major KPIs, Manage changes to employee information, Manage planning processes, Manage proactive...
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