Kevin Adrian Salcedo Rugeles
@kevinadriansalcedoru1
I optimize contact center staffing through workforce planning and analytics.
ZimbabweWhat I'm looking for
At Concentrix, I lead workforce planning and scheduling for shift-based contact center operations of approximately 500–700 employees, using forecasts, service-level goals, and staffing recommendations to maintain coverage, attendance compliance, overtime control, and operational continuity.
I've progressed from Customer Service Representative to Workforce Analyst and Senior Workforce Analyst, partnering with Operations, HR, Finance, and Payroll to resolve discrepancies and improve workforce optimization. I build executive dashboards and operational reports with Excel, Power BI, and Workday, turning labor costs, payroll data, and operational trends into decisions.
Experience
Work history, roles, and key accomplishments
Lead workforce planning and scheduling for a shift-based account of approximately 500-700 employees, maintaining staffing coverage, attendance compliance, overtime control, and operational continuity. Partner with Operations, HR, Finance, and Payroll to resolve workforce and payroll discrepancies while analyzing labor costs and operational trends to improve workforce optimization.
Education
Degrees, certifications, and relevant coursework
Universidad Autónoma de Bucaramanga
Bachelor of Science, Industrial Engineering
Pursued a degree in Industrial Engineering, gaining skills in process optimization, data analysis, and operational efficiency.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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