At Concentrix Philippines, I manage real-time workforce operations for Microsoft across approximately 700 agents and eight Lines of Business. I monitor staffing, service levels, occupancy, and adherence while administering workforce systems.
I build and maintain 15+ executive dashboards and workforce reports that turn operational data into staffing insights, KPI visibility, and leadership actions. I also analyze historical performance and interval-level trends to support forecasting, capacity planning, and intraday decisions.
I partner with Operations, Workforce Planning, IT, and Microsoft stakeholders on incidents, root-cause investigations, and business-continuity actions. During leadership absences, I serve as the Workforce Management point of contact and onboard and mentor newly hired Workforce Analysts.
