Fredy Espinosa

As WFM Assistant Manager, I fostered relationships with internal personnel to optimize service levels and performance. I managed RTA teams, trained new team members, and maintained direct contact with clients from Spain, Germany, and the USA. My role involved improving staffing during busy periods and cultivating a positive work environment to boost morale and retention.

In my role as Team Leader WFM, I mentored employees to ensure proper completion of duties and established professional relationships to resolve issues quickly. I focused on building strong internal relationships through a positive attitude and attentive responses.

As a Workforce Real Time Analyst, I managed real-time inbound call traffic across multiple contact center locations. I prepared reports and dashboards, performed ad hoc reporting, and analyzed data to enhance overall performance and understanding of business operations.

In my position as Workforce Analyst, I collaborated with management to develop strategic plans and adjusted schedules to maintain optimal coverage. I produced and updated reports and tracking spreadsheets using various WFM tools.

Technician Degree in International Commerce.

Bachelor of Arts in Language Interpretation and Translation.