Open to opportunities

Francisco Hernandez

@franciscohernandez2

Message

Experienced workforce management professional specializing in call center forecasting and operations.

United States

Message

What I'm looking for

I seek a full-time role managing call center forecasting, scheduling and operations where I can drive efficiency, coach teams, and deliver measurable improvements.

I am a resourceful and adaptable call center professional with over 20 years of progressive experience in workforce management and customer service within the telecommunications and retail industries.

I have led forecasting, scheduling, reporting and staffing administration across multiple contact centers using Aspect eWFM, Avaya CMS, ETS Studio and related tools, and I routinely managed vacation and profile processes for teams ranging from 45 to 500+ employees.

I am proficient with Salesforce, ADP, Microsoft Excel and Windows, and bilingual in English and Spanish; I focus on training, process improvements and delivering measurable operational results.

Experience

Work history, roles, and key accomplishments

Workforce Analyst

Fashion Nova

Jul 2020 - Mar 2025 (4 years 8 months)

Maintained forecasts and schedules for the call center, processed vacation requests for 45+ employees via ADP, and delivered daily/weekly agent trainings and management reports to improve staffing efficiency.

Forecasting Scheduling ADP Salesforce Excel Reporting Workforce Management

Workforce Management Analyst

Charter Communications

Sep 2013 - Oct 2019 (6 years 1 month)

Generated call volume forecasts and schedules using Aspect eWFM, managed vacation requests for 500+ employees with Empower, and maintained historical Auto Run reports to optimize call center staffing.

Aspect EWFM Forecasting Scheduling Reporting Excel Call Center Operations

Workforce Management Specialist

Time Warner Cable

Jan 2001 - Jul 2013 (12 years 6 months)

Managed call volume via Avaya CMS, created schedules for retention and mover teams, processed vacation requests, and administered new-hire profiles across Avaya and eWFM to ensure operational continuity.

Avaya Scheduling Forecasting New Hire Onboarding Excel Call Allocation

Call Center Reports Lead

TeleTech

Mar 1994 - Dec 2000 (6 years 9 months)

Created and maintained vendor account reports for three call centers, analyzed and resolved software/hardware/telecom issues, and monitored call volumes across multiple CMS to support operations.

Reporting Data Analysis Vendor Reporting Avaya