Senior Workforce Manager

MARIA THERESA R. CRUZ

** ******* ****** *********

Taytay Rizal 1920

090********

**-*******

************@*****.***

EDUCATION

****-**** ** ** ***** University

Bachelor of Arts in International Studies

Major in European Studies, May 2000

1993-1997 Assumption College

High School Diploma, March 1997

WORK EXPERIENCE

April 2017 – Present Senior Manager, Workforce

Task Us

• Manages end to end Workforce support for voice and back office programs covering forecasting, capacity planning, scheduling, real time management, reporting analytics & financials

• Handles multiple programs close to 2000 FTEs total with more than 20 lines of business with different key

performance metrics

• Provides long term plans and oversees seat utilization management of the site

• Directly involved in budget revenue forecasting, invoicing and financial analysis – ensuring financial targets are met

• Collaborates with business partners on process creation and improvement, along with establishing

accountability/ownership among partners. This includes process automation that continuously aim to reduce manual work & maximum utilization of existing resources

• Works closely with client and internal business partners on high level decisions that involve productivity and financials

• Manages 20 direct reports that include 3 managers, 2 supervisors & 15 planners

• Responsible for developing direct reports through consistent mentoring/coaching & training

Nov 2009 – March 2017 Manager, Workforce

Convergys Corporation

• Supports Scheduling function to one of Convergys’ top 3 accounts with close to 7800 headcount across US and PH sites with 19 Lines of business

• Manages day to day operations support for the clients, providing strategic schedules to meet client requirements based on SOW; staffing analysis & recommendations - are the key services provided to our clients.

• Initiated processes that always allows my direct reports to ensure coverage of respective responsibilities. Enhanced existing tools/process that provide our business partners detailed performance analysis

• Involved in setting up the first Command Center in the Philippines and took ownership of the transition of multiple programs from US and India

• Collaborated with cross-functional groups like IT for technology set up of equipment, tools & call routing

• Responsible for Hiring, WFM training, process

implementation, improvement & documentation;

mentoring/coaching & development plans of team members Aug 2005 – Dec 2008 Team Leader – WFM Real Time Management ETelecare Global Solutions

• Managed day to day operations support for clients, providing real time management support to meet client SLA

requirements based on SOW, escalation support for

downtime and outages, intraday planning & post mortem reviews are the key services provided to our clients.

• Managed teams of 8-10 Real time analysts for the company’s 2 largest programs.

• Involved in special projects for process improvements such as Standardization & documentation of Workforce processes, Aspect Migration and WFM training.

PERSONAL BACKGROUND

Born on October 3, 1979 in Manila, Philippines. Fluent in English and Filipino. Basic knowledge of the French language. Proficient in Microsoft Programs, Google applications, Workforce Management tools - CMS Supervisor, Aspect eWFM, IEX & Teleopti.

Hardworking, Goal oriented & Solutions-focused.

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