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Workforce Coordinator and Team Leader with expertise in operational efficiency
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Competencies
Utilized tools to forecast workload, analyze call trends, and optimize staffing levels.
Led and mentored teams, conducted performance evaluations, and ensured KPI adherence.
Provided over-the-phone and video interpretation services while maintaining industry confidentiality.
Monitored operational performance and facilitated process improvements in call centers.
Analyzed workflow data to inform staffing strategies and operational adjustments.
Education
Languages
Summary
Experienced workforce coordinator and team leader specializing in call center operations and medical interpretation services. Skilled in forecasting, team development, and process optimization to improve efficiency and service quality.
Key Achievements
- Optimized call center staffing and scheduling through monitoring call volume trends at Voyce.
- Led a team of new hires at Ibex Global to meet KPIs and service level agreements consistently.
- Provided medical interpretation services via VRI and OPI, ensuring confidentiality and professionalism.
Experience
Workforce Senior Team Coordinator
Monitor and analyze call volume trends to optimize staffing and scheduling., Utilize workforce management tools to forecast workload and maintain efficiency., Collaborate with leadership to develop workforce strategies that enhance productivity., Provide real-time adjustments to schedules based on call flow and business needs., Assist in process improvements to optimize operational performance.
Team Leader
Led a team of new hired employees, ensuring KPIs and service level agreements were consistently met., Provided coaching, feedback, and performance evaluations to improve team productivity., Conducted call monitoring and quality assurance to enhance customer interactions., Managed schedules, attendance, and performance metrics to align with company objectives.
Medical Interpreter (VRI & OPI)
Provided over-the-phone (OPI) and video remote (VRI) interpretation services in medical settings., Facilitated effective communication between healthcare providers and patients., Maintained confidentiality and professionalism while adhering to industry regulations.
Medical Interpreter (VRI & OPI)
Provided over-the-phone (OPI) and video remote (VRI) interpretation services in medical settings., Facilitated effective communication between healthcare providers and patients., Maintained confidentiality and professionalism while adhering to industry regulations.