Jorge Concha

Operations Analytics and Workforce Management professional with 8 years of experience supporting operational performance, including 4 years leading workforce planning, capacity management, reporting automation, and business optimization initiatives for international organizations.

Throughout my career I have supported large-scale operations across multiple international accounts, including Priceline, eDreams Odigeo, Amadeus, Sixt, Duffel, Adore Me, and Mason Inc., contributing to environments handling more than 1.6 million customer interactions per month and workforce populations exceeding 400 FTE.

My background combines operational leadership, analytics, and automation. I have built reporting frameworks from scratch, developed Excel and VBA-based solutions that reduced manual effort and improved reporting accuracy, optimized workforce schedules using interval-level demand analysis, and partnered closely with operations teams to improve business performance.

Key contributions include improving Service Level by more than 8 percentage points, helping recover AHT performance from 160% of target back to compliance, and supporting initiatives that contributed to approximately 6% Gross Margin improvement through workforce optimization and capacity planning.

I hold a Bachelor's Degree in Psychology, which complements my analytical background with a strong understanding of human behavior, coaching, performance improvement, and stakeholder management.

Fluent in English (C1) and available for remote opportunities immediately. Interested in Operations Analytics, Workforce Intelligence, Capacity Planning, and Business Operations roles within fast-growing international teams.