Dexter Magalang

Develop and implement strategic workforce management initiatives to optimize staffing levels and operational efficiency.

Assisted in the development and execution of workforce management strategies to ensure adequate staffing and service level adherence. Analyzed workforce data to identify trends and recommend improvements in scheduling and forecasting.

Oversaw workforce management operations for multiple client accounts, ensuring optimal agent utilization and adherence to service level agreements. Managed a team of workforce analysts and implemented refined forecasting and scheduling processes.

Supported the Workforce Management Manager in daily operations, including forecasting, scheduling, and reporting. Monitored real-time agent performance and facilitated communication between operations and workforce management.

Led a team of workforce analysts, assigning tasks and monitoring performance to ensure departmental goals were achieved. Trained new team members on workforce management tools and procedures.

Monitored live call volumes and agent availability to ensure adherence to schedules and real-time service level targets. Responded to intra-day forecast variations by implementing tactical staffing adjustments.

Provided technical assistance and support to clients, resolving hardware, software, and network issues. Administered certification programs, managing registration, scheduling, and proctoring of exams.

Delivered training sessions on various technical and software topics to diverse audiences. Developed training materials and curriculum to meet specific project requirements.

Pursued a Bachelor of Science in Electronics and Communication Engineering.

Studied Electronics Engineering Technology.