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Manager Management

Location:
Marikina, NCR, Philippines
Salary:
100,000
Posted:
January 03, 2021

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Resume:

ROSS MARTIN CATLE

Marikina City, Metro Manila • 092********/091******** • adi4tk@r.postjobfree.com

WORKFORCE MANAGER

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)

Team Leadership

Project Management

Employee Development

Team Building

Reports Development and Analysis

Client Relations & Satisfaction

Process Development

Scheduling

PROFESSIONAL EXPERIENCE

SITEL PHILIPPINES, Quezon City 2015 – Present

Workforce Manager

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

Additional Experience:

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

Marikina, 2006



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