Workforce Management Supervisor

Abigael Vasquez y' Puertollano

*** * ****** **, ****** Subd. Sto. Domingo

Cainta, Rizal Philippines 1900

Cell: (093*-***-**-**

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

OBJECTIVE

To be more knowledgeable on how the business work while also working to obtain my career goal.

WORK EXPERIENCE

TeleTech Customer Care Management Phils. Inc, Cainta, Rizal Philippines

Team Lead – WFM, Real Time

08/2017 - Present

Lead a team of Real Time Management Specialists and Senior Specialists that are accountable for managing agent staffing to client delivered volumes, for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TeleTech financial requirements.

Team Leads are responsible for a team's performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client metrics

Team Leads focus on team performance providing motivation and support to enhance engagement and success in attaining targets and goals. Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques such as Kronos, Empower, monitoring calls, team meetings, and one on ones.

TeleTech Customer Care Management Phils. Inc, Cainta, Rizal Philippines

Senior Specialist, WFM Planning

10/2015 – 07/2017

Workforce Management (WFM) Sr. Specialists are accountable for scheduling, forecasting & analysis, reporting, shift bids, and managing agent staffing to client delivered volumes. Responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns. Ensure that policies for scheduling are followed. Provide recommendations (based on forecasting and trending analysis), on FTE hiring for various lines of business (LOBs), across sites as well as conduct head count production analysis. Responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet Company financial requirements.

TeleTech Customer Care Management Phils. Inc, Cainta, Rizal Philippines

Workforce Management Specialist

10/2012 - 10/2015

Workforce Management (WFM) Specialists are accountable for managing agent staffing to client delivered volumes. They are responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TeleTech financial requirements. Responsibilities include: understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow; provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards. They WFM Specialists are responsible for presenting production reports and data analysis. WFM Specialists work closely on day-to-day basis with operations Team Leads. WFM Specialists are expected to have a thorough working knowledge of TeleTech's policies and procedures related to WFM duties and client specific requirements and expectations of service level.

TeleTech Customer Care Management Phils. Inc, Cainta, Rizal Philippines

Customer Service Representative

04/2011 - 09/2012

Voice of the customer to client that we are serving.Forwarding feedback and satisfaction ratings. Also doing courtesy calls on behalf of the client

Sitel Philippines, Pasig City Philippines

Customer Service Representative

06/2010 - 04/2011

Providing the best service that we can provide and letting the customer realize that the service that we can probably provide to them is much better than what they already have as of the moment.

GCS Agents Pacific Asia Inc., Quezon City Philippines

Customer Service Representative

03/2010 - 06/2010

Providing Customer satisfaction by helping with their concerns on the services that we are providing.

Protect Security and Investigation Services Co., Inc, Makati City Philippines

Security Personnel

06/2007 - 10/2008

To protect lives and interest of the company.

To implement rules and regulation I instructed to enforce.

Knitjoy Manufacturing Inc., Cainta, Rizal Philippines

Manual Operator Clerk

10/2005 - 03/2006

EDUCATION

Frantastique & Alliance Française de Manille

01/2019 – 07/2020

Continuous Learning on French language

University of the Philippines, Diliman Quezon City Philippines

04/2018 – 06/2018

European Language Extramural Program – French 2

University of the Philippines, Diliman Quezon City Philippines

01/2018 – 03/2018

European Language Extramural Program – French 1

Polytechnic University of the Philippines Manila Philippines

2003 - 2007

B.S in Mathematics

SKILLS

Workforce Management

Data Analysis

Customer Service

Computer literate

Forecasting

Scheduling

Management

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