Cesar Arce

**** ***** **** ***, *** * Boca Raton, FL 33433 954-***-****

aducuf@r.postjobfree.com

Experience:

Teleperformance

Data Analyst

June 2007 – May 2022

Developed and implemented Customer Service inbound and outbound contact strategies.

Ensured Call Center applications, routing, hardware, and software technologies (i.e., Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed.

Maximized effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.)

Managed activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)

Worked with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance and communicated findings and resolutions to the leadership team and WFM

Troubleshooted call routing application and system related issues with team members and partners, and provided timely resolutions

Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy

Analyzed real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly

Maintained overall operational performance statistics on an interval, daily, weekly, and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Managed changes to scheduling to ensure adequate daily resource coverage

Prepared reports on staff attendance & process related KPI reporting, preferred Power BI knowledge

Reconciled attendance daily with employee time sheets against schedule and time in/time out reporting

Maintained running report of attendance incidents

Ensured hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures

Processed schedule trade requests for posted schedules

Processed management requests for modifications of scheduling events (meetings/training, etc.)

Used accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction