Workforce Management Lead Associate

MARIO B. BALANA

*D ROTC Street, Rosario, Pasig City, 1609 Philippines

Email: *******@*****.***

Mobile: 097********

PROFESSIONAL SUMMARY

Workforce Management Lead Associate with a proven track record in optimizing workforce efficiency and improving team performance, Skilled in real time management, scheduling, reporting and managing large teams and multiple programs to meet business objectives. CORE SKILLS

Real Time performance management

Performance analysis and reporting

Workforce scheduling, optimizing, re/forecasting

Team leadership and development

Process improvement

Conflict resolution

Excellent communication and organizational skills

Proficiency in WFM Software and reports applications

Avaya CMS Supervisor

Aspect/eWFM

Verint

Looker

AWS – Amazon Connect

Live Engage

PROFESSIONAL EXPERIENCES

Lead Associate – WFM

WNS Global Services Inc., Philippines

August 2024 – Present

Acts as Trainer of Newly Hired RTAs and SME/Coach of Real Time Analysts of the team

Leads and manages a team of WFM-Real Time Analysts

Develops and implement strategies to improve workforce efficiency

Oversee reporting and real-time monitoring of schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall workflow

Develop and maintain key relationships with customers and vendors

Implement new programs to provide ongoing training for current workforce

Performed internal audits to determine areas where improvements could be made

Manage and assist various special projects if need arises

Executive Workforce

WNS Global Services Inc., Philippines

January 2023 – August 2024

Coordinated and managed daily schedules for teams of different programs and lines of businesses, ensuring optimal coverage and efficiency

Developed and implemented scheduling strategies to enhance productivity and reduce downtime.

Monitored and adjusted schedules in real-time to accommodate changes in workload and staffing levels.

Analyze scheduling data to identify trends and areas for improvement, making recommendations to management.

Maintained accurate records of employee schedules, absences, and overtime.

Collaborated with various departments to ensure seamless operations and effective communication.

Provided regular reports on scheduling metrics and performance to senior management

Managed real-time agent staffing to client’s delivered volumes and responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC%) and phone occupancy (POCC%) targets to meet the company’s financial requirements.

Runs and deliver real time metric reports to keep track of current performance.

Presents and provides analysis as real time recommendations communicating to operations Team Leads, Managers, Directors and clients to meet service level targets.

Identify and reports and reach out to appropriate support channels to resolve workforce impacting Issues.

WFM – Real Time Analyst

Transcom WorldWide Philippines, Inc.

Las Fiestas Road, Frontera Verde, Tiendesitas, Ugong, Pasig City May 2020 – January 2023

Real time monitoring, flagging agent’s login status.

Processing requests, updating exceptions schedule tagging.

Provides On-Site support for workforce and assists Operations and Support Teams.

Runs and deliver real time metric reports to keep track of current performance.

Presents and provides analysis as real time recommendations communicating to operations Team Leads, Managers, Directors and clients to meet service level targets.

Identify and reports and reach out to appropriate support channels to resolve workforce impacting Issues.

Technical Support Representative – Voice/Chat/Email Fault Manager – Escalation Layer

Las Fiestas Road, Frontera Verde, Tiendesitas, Ugong, Pasig City October 2018 – May 2020

Customer Service Representative – Voice/Chat/Email Customer Service Manager – Escalation Layer

Transcom WorldWide Philippines, Inc.

Las Fiestas Road, Frontera Verde, Tiendesitas, Ugong, Pasig City March 2017 – October 2018

Customer Service Representative

Afni Philippines Inc.

Diliman Commercial Center, 46 Commonwealth Ave, Quezon City, 1126 Metro Manila January 10, 2017 – March 10, 2017

Handled a high volume of inbound and outbound calls and emails, ensuring customer inquiries and issues were resolved promptly and effectively.

Maintained a high level of customer satisfaction by providing accurate information and solutions in a courteous and professional manner.

Documented customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Collaborated with team members and other departments to address and resolve complex customer issues.

Handled escalation calls and resolved customers’ complaints.

Monitored and met performance metrics, including response time, resolution time, and customer satisfaction scores.

Provided feedback and suggestions to improve customer service processes and enhance overall customer experience.

RECOGNITIONS RECEIVED:

Support MVP Across all Line of Business, Year of 2024 WNS Global Services Inc., Philippines

Awarded 2024

Most Outstanding RTA of the Year

WNS Global Services Inc., Philippines

Awarded 2023

Technical Support Representative Top 1 Performer Transcom Worldwide Philippines, Inc.

Awarded 2020

Outstanding Financial Advisor of the Year

Transcom Worldwide Philippines, Inc.

Awarded 2018

EDUCATIONAL BACKGROUND:

Bachelor of Arts Philosophy

Holy Rosary Minor Seminary

Naga City, Camarines Sur

Graduate: March 2005

PERSONAL PROFILE

Nickname: Mar

Civil Status: Single

Gender: Male

Birthplace: Malilipot, Albay

Birthdate: July 19, 1983

Age: 42

CHARACTER REFERENCES:

Can be provided upon request

Contact this candidate