Carlos - Real-time Monitoring Specialist with 4+ years in Workforce Management

San Salvador, San Salvador Department, El Salvadoren

Optimized service levels for clients through real-time workforce monitoring

Supervised and coached workforce teams to improve operational efficiency

Published on CazVidVideo interview available

Summary

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.

Video Resume

Key Achievements

Developed predictive models by analyzing historical data and trends

Skills

Real-time analysisAvanzado

Applied real-time analysis to monitor and improve workforce performance

Schedule managementAvanzado

Managed daily schedules and planned workforce activities to ensure optimal staffing levels

Report developmentIntermedio

Developed operational reports to monitor performance and identify risks

Call queue managementIntermedio

Managed call queues and call center operations to meet service level targets

Leadership and coachingIntermedio

Experience

Mission Control Specialist • Workforce

Teleperformance

Oct 2021 - Oct 2024

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

WFM F&amp;S Analyst

Teleperformance

Oct 2024 - Feb 2025

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...