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Josue
Workforce Management Supervisor with 10+ years in customer service and logistics
Contacto
Competencias
Utilized data to optimize staffing levels, improve operational performance, and support decision-making processes.
Managed and fostered professional growth of workforce teams across multiple roles and industries.
Applied in training, customer service, and cross-team collaboration to improve service quality and operational coordination.
Streamlined staffing and dispatch schedules to ensure coverage, punctuality, and customer satisfaction.
Resolved technical issues with mobile devices and improved software efficiency through code updates.
Resumen
Experienced WFM Supervisor skilled in team management, data analysis, and process optimization. Adept at improving operational efficiency across tech, logistics, and customer service industries. Focused on continuous improvement, effective communication, and strategic staffing to enhance overall...
Logros Clave
- Reduced employee attrition rates at Helpware through effective communication, training, and performance management.
- Organized dispatch training programs and optimized routing for BLITZ Transportation, improving service efficiency.
- Implemented staffing contingency plans and adapted WFM strategies during seasonal fluctuations and emergencies at Xerox/Conduent.
Experiencia
WFM Supervisor
Reduced employee attrition rates through effective communication, training, and performance management., Managed a team of workforce analysts, fostering professional growth and development opportunities., Optimized staffing levels with data-driven analysis, ensuring appropriate coverage during peak...
Lead Dispatcher & Sales
Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture., Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch...
WFM RTA & WFM Traffic
Provided ongoing coaching and support to WFM team members, fostering a culture of continuous improvement and professional growth., Adapted WFM approaches to accommodate seasonal fluctuations or special projects requiring additional resources or alternate staffing arrangements., Implemented staffing...
Sales & Software Developer
Improved software efficiency by troubleshooting and resolving issues related to Cell Phones., Saved time and resources by identifying and fixing bugs., Updated old code bases to modern development standards, improving functionality., Contributed to a positive team environment through effective...