Alwin Musni
@alwinmusni
I optimize workforce operations, capacity planning, scheduling, and real-time performance for contact center teams.
PhilippinesWhat I'm looking for
At Concentrix Philippines, I've supported workforce management since 2009 and currently serve as Manager I, Workforce Management. I use IEX, WCX, Salesforce, Kustomer, Incontact, and Avaya CMS to optimize resources, capacity planning, scheduling, real-time adherence, and intraday performance.
I design and audit operational controls, coach WFM teams, set KPIs, and turn call center metrics into actionable efficiency reports. I also align Operations, Finance, Training, Quality, and HR while representing strategy and operational data in client and executive reviews.
Experience
Work history, roles, and key accomplishments
Experienced in WFM software including IEX, WCX, Salesforce, Kustomer, Incontact, and Avaya CMS. Expertise in resource optimization, capacity planning, scheduling, real-time adherence, and intra-day analysis.
Education
Degrees, certifications, and relevant coursework
STI Tagaytay City
Diploma in Computer Studies, Computer Studies
2002 - 2004
Completed a Diploma in Computer Studies at STI Tagaytay City from 2002 to 2004 as a TESDA scholar.
Tagaytay City Science National High School
High School Diploma, General Secondary Education
1998 - 2002
Completed secondary education at Tagaytay City Science National High School from 1998 to 2002.
Pulong Bunga Elementary School
Elementary Diploma, General Elementary Education
1992 - 1998
Completed primary education at Pulong Bunga Elementary School from 1992 to 1998.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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