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Crizie Gonzales

@criziegonzales

Workforce Management Manager at Teleperformance who optimized workforce planning and recommended ways to mitigate staffing gaps.

Philippines

Message

At Teleperformance, I led and optimized workforce planning strategies to meet service level agreements, and developed data-driven recommendations for senior leadership to mitigate staffing gaps.

Earlier at Teleperformance, I supervised WFM analysts and real-time teams, using historical data and real-time metrics to support operational efficiency. At Stellar Philippines Inc., I managed forecasting models and adjusted schedules based on intra-day trends.

As a Real-Time Analyst and Communication Assistant at Stellar Philippines Inc., I monitored queue performance and agent adherence, and facilitated text-based relay communications for the hard-of-hearing community while following strict quality and confidentiality standards.

Experience

Work history, roles, and key accomplishments

Workforce Management Manager

Teleperformance

Jul 2019 - Aug 2026 (7 years 1 month)

Led and optimized workforce planning strategies to meet service level agreements (SLAs). Developed data-driven recommendations for senior leadership to mitigate staffing gaps.

Workforce Planning Forecasting Capacity Planning Data Analysis SLA Management Real time Monitoring Process Optimization

Workforce Management Assistant Manager

Teleperformance

May 2017 - Jul 2019 (2 years 2 months)

Supervised WFM analysts and real-time teams to balance staffing requirements. Analyzed historical data and real-time metrics to drive operational efficiency.

Workforce Management Team Supervision Data Analysis Real time Monitoring Operational Efficiency

Workforce Scheduling Analyst and Capacity Planner

Stellar Philippines Inc.

Jul 2013 - May 2017 (3 years 10 months)

Managed short-term and long-term forecasting models to ensure accurate scheduling. Identified intra-day trends and adjusted schedules to maximize resource utilization.

Forecasting Capacity Planning Scheduling Data Analysis

Resource utilization

Real-Time Analyst

Stellar Philippines Inc.

Oct 2012 - Sep 2013 (11 months)

Monitored real-time queue performance and agent adherence to schedules. Executed immediate corrective actions during volume spikes or systemic outages.

Real time Monitoring Queue Management

Adherence

Incident Response

Communication Assistant

Stellar Philippines Inc.

Dec 2011 - Oct 2012 (10 months)

Facilitated real-time, text-based relay communications for members of the hard-of-hearing community, accurately conveying conversations between parties. Preserved intended meaning, tone, and context while processing written communication quickly and neutrally.

Communication Skills

Text Relay

Confidentiality Quality Standards