santiago valencia
@santiagovalencia1
I optimize contact center workforce planning, forecasting, and KPI reporting.
ColombiaWhat I'm looking for
I've led workforce planning and reporting for Atento's 500-agent operation, coordinating 10 real-time and planning analysts with Operations and support teams.
I built a cross-functional planning model that improved required staffing coverage by 5 percentage points against the annual reference average. My work turns historical trends, seasonality, and business drivers into volume forecasts, headcount, productive hours, and capacity plans.
Earlier at Atento, I developed short-term forecasting and interval-level schedules for a 150-agent operation, aligning staffing with demand and service objectives. I analyze service level, AHT, occupancy, shrinkage, productivity, costs, and KPI deviations to drive corrective action.
My reporting background at Tlmark includes extracting, transforming, validating, and structuring operational data; building automated reports and dashboards; and supporting intraday staffing decisions. I work in Spanish and English using Genesys, Excel, Power BI, and Amazon QuickSight.
Experience
Work history, roles, and key accomplishments
Led a team of 10 real-time and planning analysts, implemented a cross-functional workforce planning model for a 500-agent operation, and improved staffing coverage by 5 percentage points. Analyzed historical trends and business drivers to forecast contact volumes and capacity requirements.
Implemented statistical models for short-term forecasting and calculated staffing requirements for a 150-agent operation. Analyzed service level, AHT, occupancy, shrinkage, and productivity to coordinate adjustments with operations.
Reporting Specialist
Tlmark
Nov 2019 - Nov 2020 (1 year)
Extracted, transformed, and validated data from multiple sources to maintain consistency in operational reporting. Built and maintained automated reports and dashboards to track operational and financial KPIs.
Real-Time Analyst
Tlmark
Nov 2018 - Dec 2019 (1 year 1 month)
Monitored service levels and adjusted staffing and adherence in response to volume changes, absences, and AHT fluctuations. Coordinated intraday decisions with operations and analysts.
Contact Center Sales Advisor
Tlmark
Jul 2018 - Oct 2018 (3 months)
Advised customers by phone and digital channels, closed sales, and handled customer requests throughout the sales process.
Education
Degrees, certifications, and relevant coursework
Instituto Colombo Americano
B2 English studies, English
2024 - 2024
B2 English studies at Instituto Colombo Americano, Pereira, from February to November 2024.
Universidad Católica de Pereira
Bachelor's Degree, Industrial Engineering
2020 - 2022
Bachelor's Degree in Industrial Engineering from Universidad Católica de Pereira, completed from 2020 to 2022.
Universidad Tecnológica de Pereira
Industrial Technology qualification, Industrial Technology
2012 - 2016
Industrial Technology qualification from Universidad Tecnológica de Pereira, completed from 2012 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Skills
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