ROSS MARTIN CATLE
Strong background in Workforce Management with over 10 years of total Workforce experience. 2018 Sitel Passion Awardee for performance and excellence.
Proven success in developing teams of WFM professionals to support multiple campaigns and maximize efficiency and productivity of each individual WFM member. Adept at consistently reviewing and improving capacity planning, seat capacity, scheduling, reporting and real time management.
Proven abilities in project management and conflict resolution.
AREAS OF EXPERTISE
WFM tools (IEX, CMS, eWFM, Five9, Blue Pumpkin)
Reports Development and Analysis
Client Relations & Satisfaction
SITEL PHILIPPINES, Quezon City 2015 – Present
Responsible for a total of 15 campaigns leading several teams of WFM professionals to manage Real Time Management, Reporting, and Scheduling.
Supporting a total of 1.5K FTE’s across 15 Logos
Supporting several billing models from In Center, Productive Hour, and Shared Revenue
Effectively managing WFM KPI’s ranging from Service Level, Abandon rates, Line Adherence and ASA.
Managing 4 WFM teams with a total of 25 team members
Created the first Global Command Center structure for WFM in PH region
Managing Global command center to maximize RTA efficiency and productivity
Responsible for overall Site Seat capacity
Involved in project management to maximize Site seat utilization
Launched several new logos over the past 3 years
Currently still assisting scheduling to build schedules for 4 small sized campaigns
Helped create RTA training manual and training implementation
Helped create Manager incentive program based on scorecards and metrics
Sitel 2018 Passion Awardee
SITEL PHILIPPINES, Quezon City 2014 - 2015
Workforce Manager Track Trainee
Responsible for a total of 5 campaigns leading multiple teams of WFM professionals to manage Real Time Management, Reporting, and Scheduling. This role is essentially a transition role with the full responsibilities of a full-fledged manager.
Was the youngest person to achieve the role at the time at 24 y/o
Supporting a total of 600 FTE’s across 5 Logos
Managing 2 WFM teams with a total of 9 team members
Additional task of doing scheduling for 3 campaigns
SITEL PHILIPPINES, Quezon City 2013 - 2014
Workforce Coordinator (Scheduler)
In Charge of building schedules for multiple campaigns with 400 FTE’s.
Review and adjust schedules according to forecasted volumes and trends.
Calibrate interval wise shrinkage assumptions
Support RTA’s as the RTA Lead
Sitel Philippines, Real Time Analyst – 2010 – 2013
oReceived 2 awards for Top RTA for 2 consecutive years
Sitel Philippines, CSR SME – 2009 – 2010
Sitel Philippines, CSR – 2008 - 2009
EDUCATION & PROFESSIONAL DEVELOPMENT
Bachelor of Science – Accountancy
Philippines School of Business Administration, Quezon City, 2008
Marist High School - HS