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Workforce Manager with 10+ years in customer service and operations
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Competencies
Applied data analysis techniques with tools like Excel and PowerBi to identify trends and improve operational efficiency.
Supervised and coordinated teams of up to 16 members, fostering effective communication and task execution.
Handled staffing needs through quarterly planning, account management, and scheduling for multiple clients.
Conducted client result reviews, facilitated meetings, and negotiated agreements for operational success.
Proficient in Excel, PowerBi, Salesforce, Genesys, Verint, AVAYA, IEX, and InContact for analysis, reporting, and operations.
Education
Languages
Summary
Accomplished workforce and operations manager with over a decade of experience in customer service, staffing, and process improvement. Skilled in data analysis, team leadership, client relations, and technical tool utilization across diverse sectors.
Key Achievements
- Managed staffing for 14 US clients at Foundever, optimizing workforce planning and productivity.
- Supervised 16 team members across multiple managerial levels, improving team coordination.
- Led transition of call distribution systems at SItel Nicaragua, supporting global scale operations.
Experience
Workforce Manager
Manage a portfolio of 14 premium US clients, ensuring staffing requirements are met through quarterly planning cycles., Enhance productivity and communication across internal departments to gain comprehensive insights into client results, establishing robust check-up processes to minimize call...
Workforce Manager
Manage Uber operations in the United States and Canada, ensuring compliance with the company's rigorous standards and advanced technology., Establish weekly touchpoints with internal leadership to strategize and determine the most effective approach in meeting the client's rapidly...
Senior WFM Analyst
Leadership role on managing an account over 150 agents from a WFM standpoint and to manage an internal team of 5 RTA’s on schedules/duties., Smoothly transitioning a new call distribution system for a credit bureau account and being able to help on a global scale on the construction of the same.