Workforce Management Customer Service

SHIELA MARIE POWAO

WORKFORCE MANAGEMENT REAL TIME AND SCHEDULING SUPERVISOR

PROFILE

I’ve been in the BPO industry for 13 years since I graduated from College; started as a Customer Service Representative to Subject Matter Expert and becoming Team Leader for Operations. I joined the Global Workforce Team in 2015 when I got curious as to what is happening in the background in terms of Scheduling, Real time planning and Forecasting. Since then I’ve been in the Workforce Management Team for 9 years handling multiple Global accounts.

OBJECTIVE

To lead the Workforce Team in delivering and ensuring that every Client KPI is met by providing excellent service and performance.

CONTACT

PHONE:

+63 - 998-***-****

EMAIL:

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

EDUCATION

Eulogio “Amang” Rodriguez Institute of Science and Technology

June 2007 – March 2011

Bachelor in Science in Business Administration Major Management

GPA of 1.9 with 1.0 as the highest in our school

WORK EXPERIENCE

COPC Certified Customer Experience (CX) Performance Leader - Training from Nov 4 – 14, 2024 (certification exam on Nov 15, 2024)

Telus International

June 2023 – up to date

Real Time Management and Scheduler Team Lead for multiple accounts within Global Workforce Management group.

Teletech

Feb 2018 – June 2023

Real Time Management Lead for APAC accounts within Global Workforce Management group. (Feb 2018 – July 2019)

Planning and Forecasting Lead for APAC accounts within Global Workforce Management group (July 2019 up to present)

Responsible in the implementation of plans agreed during the Staffing outlook calls

Responsible in daily communication with the Clients and providing updates such as mitigation plans and recommendations.

Creating 60 and 90-days Forecast view based on Client requirements and required assumptions.

Creating historical patterns with Interval, Daily, Weekly and Monthly view.

Creating FTE requirements and Scheduled FTE outlook based on Volume and/or Productive hours pattern.

Maintaining Capacity plan files for Ops review using Staff Point.

Managing weekly and Monthly reviews with Ops to discuss FTE, Productive Hours, KPI targets and recommendations.

Managing IDPs, Forecast and assisting in terms of scheduling using Aspect WFO.

Managing Daily, Weekly, Monthly and Quarterly Business Reviews with Operations and Onshore Partners.

Managing weekly scorecard related to Finance budget planning

Responsible in managing a team of Senior Scheduler Specialists by providing weekly touch base and workload audit

Wipro BPO Phils LTD Inc

May 2011 – Sep 2017

Customer service representative for a utility account in Canada (May 2011 – Dec 2011)

Agent Support Queue for a utility account in Canada (Jan 2012 – June 2013)

Team Leader for a utility account in Canada (June 2013 – July 2014)

MIS/RTA Lead for one of the top healthcare and audio company in the US (July 2014 – 2017)

SKILLS

Knowledgeable in Forecasting and Capacity planning

Trained in RTA and Scheduling skills

Knowledgeable in IEX, Alvaria Aspect, Verint, Salesforce, Calabrio and Genesys Cloud X

Knowledgeable in Staff Point, Genesys and Humanify Operational Platforms

Microsoft and google office tools

Contact this candidate