Workforce Management Assistant Manager

I previously worked as a Data Analyst supporting Philippine sites in my former company. In my current organization, I also served as a Data Analyst before being promoted to a higher role within Workforce Management. I am proficient in creating reports and dashboards using both Google Sheets and Excel.

I am responsible for the capacity planning of two local CXP accounts and five small local sales accounts, supporting a total of over 1,700 agents. Managers from various departments—including QA, Training, and Operations—regularly seek my assistance in calculating the required FTE support needed to effectively sustain operations.

I supervised a group of schedulers responsible for forecasting and scheduling for two local CXP accounts with over 1,500 agents.

I have been working with various departments and both internal and external stakeholders throughout my 8 years of BPO experience.

Having been part of two startup companies, I played a key role in driving process improvements—transitioning from manual tracking to automated reporting and more efficient workflows. By working closely with in-house software developers, I helped design and implement scalable systems that enhanced operational accuracy and long-term sustainability.

I have hands-on experience in financial reporting, including the creation of billing reports and sales invoices. I have also participated in multiple case studies focused on costing models, Profit and Loss (P&L) analysis, and CopEx (Company Expenses) reviews, demonstrating my capability to support data-driven financial decisions.