Armando Arce Email & Phone Number

Boston, Ma, Us

San Francisco, California, Us

• Responsible for leading a team of Business Intelligence and Workforce Analytics to utilize advanced analytics and data science to drive operational growth• Experienced in cross-collaborating across the organization and creating reports, visualizations, and dashboards using multiple data sets• Actively lead capacity planning and forecasting efforts for the Customer Operations department, ensuring alignment with service levels, contact volume, contact patterns, staffing and productivity, workforce management systems, and workflow processes• Consistently improve department performance by incorporating statistically viable models into the department performance outlook process

New York, Ny, Us

• Began with the organization managing 1 team, ultimately gaining responsibility of managing 25 professionals across 3 different teams• Merged the 3 teams together to eliminate silos, including mentoring and promoting people within through enhanced leadership• Streamlined and improved the reporting process to reduce time from information gathering standpoint, as well as designed specific reporting for 2 customers to achieve their requirements• Spearheaded the process to move the current system to the cloud, leading the way for modernized operations• Instrumental to improving workflows within the live service team, including improving time off policies and streamlining paperwork to utilize the workforce tool through automation• Established tools to be able to motivate the team and hold accountability, including increasing forecasting efficiencies• Utilized a 3rd party and offer incentives internally to fill gaps during short staffing situations within a call center of 1.5K+ employees, ensuring shifts are covered

Fort Lauderdale, Fl, Us

• Managed an international team consisting of 30 professionals for a global BPO provider, initiating systematic onboarding efforts, while responsible for Real-Time Analysis and strategic workforce forethought, including daily staffing, budget execution, and long term forecasting for 15 corporate clients equating $18M in annual revenue• Streamlined employee scheduling, inducting a workforce tool that aids in the organization and standardization of staffing while promoting efficient attainment of KPI objectives, as well as building techniques to manage proper shrinkage control initiatives, boosting revenue margins by 13% and totaling $3M in just 1 year• Acted as a WFM Sales representative, participating in 3rd level interviews to provide informative solution capabilities involving workforce management, showcasing operational strategies, multi-site call center options, and accurate multichannel forecasting including emails, chats, and call volumes, supporting the acquisition of new business deals with prospective clients• Produced cost-savings strategies, orchestrating staff consolidation due to overall increase in efficient productivity and operational adherence, generating competitive service offerings for customers versus costly internal staffing expenditures, resulting in a 12% lift in Agent utilization, 20% increase in volume, and overall acceleration of additional business• Conducted negotiations with corporate clientele, spearheading an extensive undertaking for Agents to work remotely and achieving the organization’s highest departmental rate of 40%, leading to the development of a viable operational process before COVID-19, which enabled a smooth transition to a 95% staff conversion after the pandemic outbreak

Miami, Florida, Us

• Directed a 10-person team supervising call center equipment for remote Agents, alongside multichannel forecasting that includes social media booking, call volumes, staffing requirements, and budgeting that aligns with Revenue, Marketing, and Call Center operational strategies for both Carnival and Carnival AUS while maintaining an annual budget of $900K• Devised an Interactive Real-Time Reporting application for CEO to Agent level employees utilizing Pureshare, Hyperion, and Avaya CMS, merging numerous reporting software to formulate an all-encompassing dashboard, automating all reporting and enabling mobile device accessibility of comprehensive and company-wide KPI analytics for 500+ professionals• Led cross-functional collaboration with the Avaya and Phone teams to expand Toll-Free Network Number development, organizing actionable responses within the pipeline alongside specialty numbers concerning marketing campaigns, ensuring accurate reporting on detailed customer-based metrics to finetune processes and enhance success rates• Administered essential updates to the AVAYA system and implemented an Interactive Voice Recording service, empowering customers to make payments without the assistance of an Agent, resulting in a 7% reduction in call volumeCarnival - Sr. Workforce Management• Managed the Workforce team comprised of 10 Tracking Analysts, with oversight of 700 FTE Phone Agents and outsourced staffing supplied by Arise, facilitating gap analysis of workforce scheduling to improve forecast planning and intraday management within Aspect eWorkforce, alongside volume observation, AHT surveillance, and staff trend assessment• Integrated labor and timesaving upgrades through the data warehouse and Hyperion systems, automating all call center reporting and saving the Workforce Planning Division 12K+ hours in manual data processing annually

Minneapolis, Mn, Us

Managed a 5-person team, with responsibility of effective scheduling and multi-site workforce performance, executing clientele objectives through accurate forecasting utilizing varying WFM tools including Avaya CMS, Blue Pumpkin, and Impact 360, in addition to daily reporting to call center Management in real-time, historical, and custom KPIs• Enforced uniformity and introduced a standardized departmental structure for challenging high-level Agents, as well as collaborating with Agents to determine their needs and negotiate processes to ensure business goals are met, resulting in a 17% boost in productivity and a 4.5+ FTE increase• Identified priorities and engineer resource recommendations for training, onboarding, and similar workforce enhancement initiatives, driving the mission of continuous improvement

Jericho, New York, Us

• Represented the company in Business Weekly magazine, while leading the Call Center Management team by establishing roles and performance requirements, with direct reporting to C-Suite Management involving cost-benefit analysis, an upwards of 90K weekly call volume evaluations, P&L metrics, root cause analysis, and solution recommendations to streamline operations• Optimized WFM and CMS tools including Genesys and Pipkins, maximizing reporting with real-time status of multi-site routing, workload allocation, call handling, and labor vs. revenue alignment, while conducting fundamental training for employees of the ATLAS system, initiating role-playing and coaching successful sales techniques to enrich troubleshooting for enterprise clients