At Teleperformance Philippines, I coordinate workforce management across multiple business units to maintain operational coverage and align staffing with real-time demand. I also create performance dashboards and weekly business reviews that turn CSAT, FCR, and AHT data into executive summaries.
I lead and coach a team of operations analysts, supporting their performance evaluations and professional development. My work includes reducing idle time and unnecessary overtime through staffing optimization.
At TATA Consultancy Services (TCS), I managed workforce operations and real-time scheduling for a pool of 500+ agents, ensuring service levels were met or exceeded. I also used forecasting models to adjust staffing in response to changing volumes.
At TATA Consultancy Services (TCS), I led the global rollout of training modules and process playbooks to standardize operational documentation. Earlier, at Expert Global Solutions (APAC Customer Services, Inc. / now Alorica), I supported network, desktop, and VPN systems and handled healthcare service inquiries and escalations.
