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Workforce Manager with 10+ years of expertise in business operations
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Competencies
Applied workforce planning and scheduling to optimize team resources and client service levels.
Performed forecasting, reporting, and trend analysis to inform operational decisions.
Managed budgets, P&L, and margins to meet financial targets and support strategic goals.
Built and maintained relationships with senior clients, directors, and internal teams for operational success.
Standardized and improved operational workflows to enhance efficiency and compliance.
Education
Languages
Summary
Dedicated Workforce Manager with a strong track record in overseeing team performance, managing budgets, and driving operational improvements through data-driven strategies.
Key Achievements
- Supervised teams of 3 supervisors and over 10 analysts, improving scheduling and real-time control.
- Managed budgets and P&L, consistently exceeding 96% target sign-offs through data analysis.
- Built strategic relationships with Directors and clients to ensure SLA compliance and operational alignment.
Experience
Workforce Manager
Oversaw teams of 3 supervisors and 10+ analysts for 15+ clients, enhancing forecasting, scheduling, real-time control, and reporting., Managed annual budgets and P&L, consistently surpassing 96% sign-off targets through data-driven analysis., Cultivated strategic relationships with...
Workforce Manager TT
Managed budgets, BTP%, gross margins, and P&L during leadership training across planning, reporting, and real-time management., Delivered results to directors and stakeholders, analyzing data trends to recommend operational enhancements., Crafted a comprehensive workforce vision through...
Workforce Supervisor
Oversaw personnel planning execution with operational leaders, ensuring adherence to attendance and service levels., Supervised a team of Workforce Analysts, delivering training and evaluations to boost competencies and foster continuous improvement., Produced actionable reports from key metrics to...
Workforce Analyst
Conducted forecasting, scheduling, and real-time personnel oversight., Analyzed metrics to enhance operational efficiency., Generated reports on call volume, AHT, and SLA, providing management insights for process improvements.
Customer Service Representative
Provided customer support as a Customer Service Representative, focusing on loan approvals and medium-risk portfolio management., Ensured client satisfaction through effective communication and problem resolution.
Quality Management Intern
Supported quality system compliance and executed time analyses for process improvements., Standardized operations to ease achievement of international certifications.