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Karoll Coronado

@karollcoronado

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Petroleum Engineer with wide experience in Workforce management for BPO industry.

Colombia

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What I'm looking for

With work-life balance, excellent environment where employees are their top priority.

Petroleum Engineer with wide experience in Workforce management for BPO industry, knowledge of Long-term planning, forecasting, scheduling and real time control based on different tools, KPIs and Financial planning. As well as with experience in WFM implementation for more than six new campaigns (English and Spanish).

Country WFM Manager for Peru sites, including responsibilities such as site seats administration, financials follow up and planning, staff ratios control and other expenses analysis.

Experience

Workforce Sr Analyst

Unknown

Guaranteed the WFM process and carried out the planning process of the operation. Supported the operational director in fulfilling contractual and financial metrics. Maintained continuous communication with clients and operations for results analysis and KPI improvement.

Workforce Management Planning Operational Support Client Communication KPI Analysis

Workforce Jr Analyst

Unknown

Elaborated and analyzed forecasts to build agents’ schedules efficiently. Generated periodic reports within the operation and sent alerts for financial and KPI projections affected due to assumptions out of the goal.

Forecasting Alert Management KPI Analysis

Mission Controller

Unknown

Ensured efficient operation following planning and scheduling. Generated action plans and communicated real-time information to operations and clients. Documented operational and technological issues.

Documentation Issue Resolution