Workforce Management & Real-Time Operations Specialist

Ronald Rodriguez

Aurora, CO *****

720-***-**** ********@*******.***

Professional Summary

Results-driven workforce management and real-time operations professional with 20+ years of experience supporting high-volume contact center environments. Extensive background in intraday monitoring, staffing optimization, queue management, scheduling adjustments, outage response, and operational reporting. Proven ability to analyze trends, identify risks, and execute real-time staffing strategies that protect service levels and improve customer experience. Skilled in collaborating with leadership, strategic partners, and cross-functional teams while using NICE IEX, CMS, Genesys, Microsoft Excel, and Office 365.

Core Competencies

Workforce Management & Real-Time Operations

Intraday Queue Monitoring & Staffing Adjustments

Real-Time Adherence Monitoring

Scheduling & Resource Allocation

Service Level & KPI Management

Trend & Data Analysis

NICE IEX Workforce Management

CMS & Genesys Systems

Reporting & Operational Insights

PTO, OT, and Attendance Management

Escalation Management

Leadership Communication

Cross-Functional Collaboration

Microsoft Excel & Office 365

Operational Planning & Problem Solving

Fast-Paced Multi-Tasking Environment

Professional Experience

Specialist, Workforce Management / Real-Time Operations

DIRECTV/AT&T 11/2021 – 03/2026

Conduct real-time workforce management analysis to optimize service levels and operational performance across multiple contact center environments.

Monitor queue performance, staffing levels, and call volume trends while implementing staffing and routing adjustments to mitigate operational risk.

Perform load-balancing and call routing changes across internal teams and strategic partners to support business demands and improve customer experience.

Provide leadership with operational updates, trend analysis, and performance reporting throughout the day.

Review adherence, attendance trends, planned and unplanned shrinkage, and staffing allocations to ensure proper coverage.

Utilize NICE IEX, CMS, and Genesys for workforce management, historical reporting, and real-time operational monitoring.

Collaborate with command center teams, vendors, and leadership to resolve service-level risks and operational gaps.

Coordinate operational response efforts during outages, weather events, and other high-impact business situations.

Maintain reporting accuracy, data governance, and process documentation across workforce management systems.

Support process improvement initiatives, reporting automation, and workflow enhancements.

Senior Centers Technical Support Manager – Video Outage Management

DIRECTV/AT&T 10/2020 – 11/2021

Monitored and identified widespread broadcast and system outages impacting customers across multiple platforms.

Communicated outage impacts, performance updates, and restoration timelines to leadership teams, including executive-level stakeholders.

Supported frontline teams through live communication channels during high-impact operational events.

Investigated service disruptions, analyzed trends, and escalated critical issues to engineering and technical support teams.

Developed operational communications and reporting utilized across multiple departments and leadership levels.

Manager – Workforce Management (WFM)

DIRECTV/AT&T 3/2010 – 10/2020

Directed staffing and routing strategies supporting 50+ contact types across more than 100 contact centers.

Monitored real-time performance, service levels, staffing adherence, and operational trends to ensure business goals were achieved.

Managed staffing coverage, schedule adjustments, PTO coordination, and operational support during high-volume business events.

Collaborated with 12 strategic partners utilizing multiple IVR and routing platforms to support operational demands.

Executed tactical staffing and routing changes in response to service level risks, outages, weather impacts, and changing business conditions.

Led communication efforts and operational conference bridges during critical events to improve collaboration and workflow efficiency.

Supported leadership teams through detailed reporting, trend analysis, and operational recommendations.

Assisted with onboarding, training, and mentoring workforce management team members.

Operations Command Center Workforce Analyst

Cloud 10 Corporation Centennial, CO 10/2007 – 3/2010

Developed and maintained workforce management metrics for a 140,000-call-per-month contact center environment.

Monitored real-time adherence and operational performance using EWFM and ACD systems.

Analyzed staffing trends and operational performance data to support staffing decisions and service goals.

Directed offshore analyst teams responsible for operational monitoring and workforce support.

Assisted with transitioning operational functions offshore to improve efficiency and scalability.

Service Operations Assistant / Personnel Coordinator

Albertsons Denver, CO 1/2006 – 3/2010

Managed scheduling, staffing coordination, onboarding, payroll support, and customer service operations.

Assisted with employee relations, staffing forecasts, and operational support activities.

Led customer service and cashier teams in a fast-paced retail environment focused on service excellence.

Technical Skills

NICE IEX

Genesys

CMS

EWFM

Microsoft Excel (Advanced)

Microsoft Office 365

Workforce Reporting & Analytics

Real-Time Queue Management

Call Routing Platforms

Operational Reporting & Trend Analysis

Leadership & Professional Development

Graduate, Management Development Program (2019) (AT&T Employee Engagement Groups)

Vice President, Colorado League Chapter (AT&T Employee Engagement Groups)

Member, Colorado Hacemos (AT&T Employee Engagement Groups)

Member, Prof50 (AT&T Employee Engagement Groups)

Member, ICAE (AT&T Employee Engagement Groups)

References

Available upon request

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