Dedicated workforce management professional with extensive experience leading large teams and implementing process improvements across multiple regions. Skilled in client relations, data analysis, and operational planning.
Proficient in planning, forecasting, and scheduling to optimize operational efficiency.
Experienced in leading large teams and coordinating cross-functional efforts.
Skilled in managing client relationships and aligning service delivery with client needs.
Capable of leveraging Power BI, SQL, and MS Excel for actionable insights.
Blu Power Solutions
Lead the implementation of workforce processes across forecasting and scheduling, ensuring alignment with client requirements and operational needs.. Manage direct client communication to coordinate forecasts and staffing hours, while also overseeing invoice and pricing processes for both existing and potential clients.
Majorel/Teleperformance
Leadership and management of an 80+ group of people, serving as a support area to an operation of 4000+ agents within 4 sites in Colombia and Perú.. Guarantee the whole workforce process for the sites, covering Real Time, Scheduling, Reporting, Long Term Planning and Leadership.. Keep open communication channels with OPS, directors and clients to propose, support and assure the necessities competent to the Workforce area.
Bachelor of Science
Hello, uh, well my experience goes within the BPO or the call center industry. I work in an area called workforce, where um we oversee the financial status and the staffing levels for for our accounts. Um I have more than six years within the area and the industry. I started as a real-time management where uh we oversee the timeframes for calls and each auxiliary that our agents set. After that I went to a junior, um, to a junior data analysis uh where we do the scheduling, we do all the schedules for our agents in order to uh be able to cover the volume that we received. Um after that I was on a senior data analysis role uh where we do the long-term forecasting for for um for the account, um as far as financial status, you know, like revenues, cost in hours, um, and also in volumetry, how many calls are we gonna receive uh each month for for the year. I'm currently a workforce manager, um I oversee uh the whole team per se, uh and I oversee all the processes within the area. It involves uh volumetry, uh forecasting, follow-up, uh real-time management, and getting all the schedules uh for for our agents. Um I was able to manage uh teams up to 80 people uh here in Colombia, Peru, and Guyana. Uh and yeah, that's, that's my experience with the call center industry.
Hello, my name is Mitchell Villa. I'm 32 years old. I did industrial engineering in Oklahoma State University. That's my educational background. I am currently living in Medellin, Colombia. I work as a workforce manager for a call center. I'm looking for different opportunities to work from home. So...
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