EFREIN ALVAREZ
WORKFORCE SCHEDULER
Mandaluyong City, Philippines
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PROFILE SUMMARY
A dedicated Real-Time Analyst and Scheduler with 6 years experience in workforce management. Known for
optimizing schedules, monitoring real-time operations, and ensuring efficient resource allocation. Passionate
about leading teams, I am eager to take the next step as a Real-Time Analyst Team Lead, where I can leverage
my expertise to guide and mentor a dynamic team while driving operational success.
PROFESSIONAL SKILL
Workforce Management
Communication
Data Analysis
Problem-Solving
Tools and Software
EDUCATION
Bachelor of Science in Business Administration
2017 - 2020
Major in Financial Management
University of Mindanao - Main
Davao City, Philippines
WORK EXPERIENCE
Workforce Scheduler
June 2024 - Present
TransparentBPO - San Juan
Developed and maintained optimal schedules for various teams, aligning with business needs and service
level agreements.
Served as the primary point of contact to oversee and monitor Real-Time Analysts, ensuring prompt
response to operational needs.
Real-Time Analyst
February 2024 - May 2024
TSA Group - Pasay City
Responsible in managing the call volume, daily attendance and program break schedules.
Helped with projects and other duties as requested or assigned
Real-Time Analyst
September, 2023 - February 2024
Full Potential Solutions - Davao City
Successfully managed and resolved real-time operational challenges, ensuring minimal impact on staffing.
Workforce Scheduler
June, 2022 - August 2023
Alorica, Inc - Davao City
Created scheduling matrices that ensured achievement of service level, schedule adherence and other
financially impacting goals
Served as the primary liaison for RTAs.
Real-Time Analyst
August, 2018 - June 2022
Alorica, Inc - Davao City
Ensured optimum service levels are achieved on a monthly, daily, and intra-day basis
Customer Service Associate
Sutherland Global Service, Inc
April 2013 - February 2016
Helped customer satisfaction rating improve by addressing issues and providing timely resolution
Exceeded service objectives by applying proven customer service best practices
