Professional summary
Bilingual professional with 6+ years leading Workforce Management initiatives in the BPO sector. Specialized in data analysis, report automation and metric visualization for sales, support and back office operations.
I align forecasts with budgets, develop actionable executive dashboards and coordinate cross-functional teams to secure coverage and productivity across multichannel environments.
Experience
- Designed and executed forecasting, scheduling and capacity plans to match service demand.
- Supervised real-time performance, managing absences and operational incidents.
- Built executive dashboards with KPI trend analysis for leadership visibility.
- Trained Workforce teams on WFM tools, internal policies and best practices.
- Coordinated with Operations, HR, Finance and clients to align processes and optimize coverage.
- Oversaw KPIs and performance for Team Leader groups supporting global operations.
- Prepared and presented management reports to senior leadership for strategic planning.
- Implemented improvements to internal processes that enhanced service delivery.
- Managed teams and operational planning for global support and content accounts.
- Monitored key performance metrics and provided operational support for corrective actions.
- Automated reports and dashboards to give executives visibility of critical KPIs.
- Controlled SLA, KPI and OKR compliance for multichannel campaigns in real time.
- Planned schedules and monitored agent adherence across onsite and remote teams.
- Delivered productivity analyses leveraging Python, SQL and Power BI.
Leadership & team enablement
Design operational policies, train teams on analytics tools and facilitate continuous improvement rituals.
Coordinate training strategies, productivity follow-up and shift planning for multichannel programs.