Gina Miranda
Workforce Scheduler (1 year 7 months)
VXI Global Holdings B.V. (Philippines)
(- |-| Davao
Experience
18 years of total experience
Oct 2016 - Present
(1 year 7 months)
Workforce Scheduler
VXI Global Holdings B.V. (Philippines) | Davao, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Management
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 30,000
Workforce Scheduler forecasts production volumes, trends and average handle times to determine workloads for assigned Operations function.
The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.
Using scheduling software, generate schedules, determine the appropriate shift types and the number of shifts required to meet service levels by market and at the campaign level.
Identify needs for overtime, staffing adjustments, such as Voluntary Time Off, in advance and incorporates into scheduling batches. Determine the time off, shrinkage and update the time off calendar in advance of the time. Advise and/or approve/deny time off requests in advance, based on objective analysis.
Routinely evaluate service level outcomes by interval to identify production volume variable changes, balance workloads, and recommend realignments where needed.
Schedule workforce training and other activities without risking service levels. When large scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign needs between service areas.
Track and report forecasted verses actual production volume trends by market, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels.
Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.
Apr 2013 - Present
(4 years 7 months)
Real Time Analyst
VXI Global Holdings B.V. (Philippines)
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Management
Position Level
1-4 Years Experienced Employee
To manage real time service levels and work in partnership with operational management in order to deliver a high level of customer service for customers and clients.
Tracking system and process down time across market and report back monthly on trends to senior management with a view to drive down lost time.
Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking.
Accurately collate all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations which aid local MIS.
Jul 2011 - Apr 2012
(10 months)
Workforce Tool Admin
Startek International Limited
Industry
Call Center / IT-Enabled Services / BPO
Specialization
IT/Computer - Network/System/Database Admin
Role
System Administrator
Position Level
1-4 Years Experienced Employee
Supports auditing process, process improvement and management of tools such as the following:
Aspect eWFM
•provides login access to workforce supports
•creates autorun reports
•creates staff groups
•creates team groupings
Aspect RTA
•provides login access to workforce supports
•creates team groupings
Avaya CMS
•provides login access to workforce supports
•creates skill report
•Add/renaming of skill
Aug 2009 - Jul 2011
(2 years)
Virtual Resource Center Specialist
StarTek International Limited
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Others
Position Level
1-4 Years Experienced Employee
•Monitor each agent’s adherence to schedules
•Manage financial or service level impact of potential operational changes
•Outage response/recovery
May 2006 - Aug 2009
(3 years 4 months)
Workforce Planning Specialist
Teletech Customer Care Management,
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Others
Position Level
1-4 Years Experienced Employee
* Carry out monitoring, reporting, forecasting, scheduling and analysis of various data in an accurate, timely and professional manner; process improvement
* Through the above activities, to support the achievement of the quality delivery of:
a. accurate, relevant and timely reporting
b. accurate and timely workload forecasting
c. regular scheduling that matches workload requirements
d. support the real time management of call center staffing.
Education
2001
University of the Immaculate Conception
Bachelor's/College Degree in Computer Science/Information Technology | Philippines
CGPA
85.0 / 100.0
Skills
Advanced
AVAY CMS Supervisor, Aspect eWFM
Intermediate
MS Excel, NICE IEX Workforce Management
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Spoken Written
English (Primary)
10 10
Filipino
10 10
Additional Info
Expected Salary
PHP 35,000
Preferred Work Location
Davao
Other Information
I am looking forward in contributing to the company my well-honed skills in workforce management, particularly with the use of applications such as Aspect eWFM, Aspect RTA, Avaya CMS and Microsoft Office, especially with MS Excel.
With almost 9 years working in the Workforce Management side of the BPO industry, I am very familiar with the work at hand. I have done tasks such as forecasting, scheduling, seat plan optimization and real time management for various accounts (e.g. ISPs, Airline, and Telecoms)
I am a hard working individual, with great respect to the company that I serve, not wasting their time and money, instead being proactive in contributing ideas that would benefit it. I am a team player that has respect for others and able to multi-task in between reports and queue management. I am a good listener, with extraordinary factual recall. I enjoy a fast-paced environment; learns fast and able to work with minimum supervision. And my desire to excel makes me meet deadlines.
About Me
Gender
Female
Age
38 years
Telephone Number
(-
Address
Blk 23 Lot 27 Residencia Del Rio, Brgy. Catalunan Pequeno, 8000, Davao, Davao, Philippines
Nationality
Philippines
