Experienced Workforce Management - Senior Leadership

7 years Managerial Experience in Workforce Management doing end to end process.

Highly experienced in Capacity Planning and Forecasting and Project Management


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BS Commerce @ DLSU
Jun 1997 — Dec 2000
Major in Applied Economics


Senior Manager, Workforce Management @ Startek
Nov 2014 — Current
• Works on assignments of large scope and complexity, impacting multiple functions or regions, or having Client/Program-wide impact.
• Maintains operational relationships with IT, Operations, Recruiting, Account Management and GPI team members. Acts as program POC during new projects or ramps, will engage appropriate resources as needed.
• Responsible for coordinating workload requirements and delivery for each assigned site/LOB with an enterprise-wide focus. Provides leadership to analysts in preparation and execution of delivery on client forecasts and FTE tracker commitments. Leads staffing recommendations by site and program.
• Manages intra-day performance, staffing and 3-14-28 day analysis schedule movement. Provides leadership to WFM staff; and engages with business partners. Provides feedback to WFM team regarding schedule creation, intra-day staffing and capacity concerns.
• Researches, develops and implements operational and technical processes. Performs appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates are made. Leads and coordinates intra and interdepartmental process changes.
• Regularly audits WFM operations to ensure quality of service delivery: accuracy, timeliness, consistency and follow-through. Maintains quality assurance processes that ensure customer disclosure of issues that directly impact services.

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