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.
• 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

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.