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Carlos Muñoz

@carlosmuoz1

Workforce Management Director at Helpware who built WFM departments across four regions and opened operations in Guatemala.

Guatemala

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At Helpware, I led strategic workforce planning for global BPO operations and built Workforce Management departments from scratch in the Philippines, EMEA, LATAM, and Uganda. I also opened operations in Guatemala and served as Country Manager.

Across customer operations and the BPO/BPM industry, I’ve worked on forecasting, capacity planning, financial modeling, and gross margin analysis. My experience includes healthcare programs such as Medicare, e-commerce, and public sector programs, supported by COPC certification and a Six Sigma Yellow Belt.

Experience

Work history, roles, and key accomplishments

Senior Workforce Management Director / Country Manager

Helpware

Jan 2022 - Jan 2026 (4 years)

Led strategic workforce planning for global BPO operations, directing multi-country WFM teams. Built WFM departments from scratch in multiple regions and opened operations in Guatemala as Country Manager.

Workforce Management Capacity Planning Forecasting Financial Modeling Margin Analysis RFP Pricing Models Recruitment HR Compliance Genesys Cloud Amazon Connect NICE IEX Excel

Workforce and QA Lead

Eventus Global Solution

Jan 2019 - Jan 2022 (3 years)

Presented weekly and monthly results against contractual KPIs. Administered IEX and developed SOPs for workforce processes, and implemented QA programs.

IEX SOP Development QA KPI Reporting Financial Dashboards Bonus

WFM SPC Lead

Continuum

Jan 2019 - Dec 2019 (11 months)

Reviewed project revenues and tracked daily forecast vs. actual revenue. Presented weekly and monthly results against contract and built dashboards and financial reports.

Forecasting Revenue Analysis Dashboarding Financial Reporting Bonus HR Procedures

WFM Supervisor

Conduent / Continuum

Jan 2018 - Jan 2019 (1 year)

Reviewed project revenues with the client and created procedures to achieve contractual KPIs. Owned daily forecast review and re-forecasting, and supervised Real-Time Analysts.

Forecasting Reforecast KPI Management Dashboarding Financial Reporting Supervision HR Procedures

WFM Intraday Manager

Conduent

Jan 2016 - Jan 2018 (2 years)

Created daily action plans to achieve KPIs and responded to client real-time requests. Owned daily forecast review and re-forecasting.

Intraday Management Forecasting Reforecast Dashboarding Financial Reporting HR Procedures

Team Manager

Telus International

Jan 2013 - Jan 2016 (3 years)

Managed agent performance against KPIs, identifying opportunities and building weekly and monthly action plans. Presented KPI results and attended daily client calls.

Performance Management KPI Reporting Action Planning Dashboarding Financial Reporting HR Procedures