• Responsible to revamp the WFM structure in the CoE (Center of Excellence) LatAm• Managing 14 resources in Brazil (10 RTAs, 2 Schedulers, 1 Reporting, 1 Capacity Planner) in a 24/7 rotation, was responsible to create flows and processes to provide the proper support to the Operations• Was responsible to implement and revamp the Capacity Plan flow, transforming it into a solid process and focusing in cost reduction or leveraging opportunities• Was responsible to build the… Show more • Responsible to revamp the WFM structure in the CoE (Center of Excellence) LatAm• Managing 14 resources in Brazil (10 RTAs, 2 Schedulers, 1 Reporting, 1 Capacity Planner) in a 24/7 rotation, was responsible to create flows and processes to provide the proper support to the Operations• Was responsible to implement and revamp the Capacity Plan flow, transforming it into a solid process and focusing in cost reduction or leveraging opportunities• Was responsible to build the relationship between WFM and other areas (Operations, HR, Training, QA, Program Managers, Vendor Managers, etc) – streamlining the contact and providing the proper visibility to all.• Responsible to provide strategies to achieve KPIs and restoring the confidence in the area Show less

Responsible for the expansion of the OnStar product throughout South America.Managing the Call Centers of Brazil and Colombia to carry out the service of the regionWFM leader implementing global best practices and ensuring the creation and maintenance of the Playbook.Implantation of call monitoring systems, WFM tools, IVRs configuration and direct relationship with the provider to guarantee metrics, capacity plan deliveries and productivityBudget analysis, expenditure control… Show more Responsible for the expansion of the OnStar product throughout South America.Managing the Call Centers of Brazil and Colombia to carry out the service of the regionWFM leader implementing global best practices and ensuring the creation and maintenance of the Playbook.Implantation of call monitoring systems, WFM tools, IVRs configuration and direct relationship with the provider to guarantee metrics, capacity plan deliveries and productivityBudget analysis, expenditure control, short-, medium- and long-term forecasts.Direct relationship with the areas of finance, processes, quality & training and systemicCreation of the company's first Command Center in South AmericaDirect reporting to the global team Show less

Responsible for the maintenance of the strategic WFM processes after the segmentation between WFM & MISCreation of long-term budget forecastMain point of contact with the responsible of all the areas for definition of deliveries, relationship and maintenance of the quality of the processDirect interaction with clients for CSAT guarantee / maintenance and improvement in final perceptionDevelopment of new professionals for the areaResponsible for a huge revenue recovery… Show more Responsible for the maintenance of the strategic WFM processes after the segmentation between WFM & MISCreation of long-term budget forecastMain point of contact with the responsible of all the areas for definition of deliveries, relationship and maintenance of the quality of the processDirect interaction with clients for CSAT guarantee / maintenance and improvement in final perceptionDevelopment of new professionals for the areaResponsible for a huge revenue recovery and maintenance of the company with all main delivery stakeholders Show less

Responsible for the implementation of the WFM & MIS team, creating all the pillars for the structure of the areaCoordinating a team of 9 analysts initially, training and qualifying new professionals, later reaching 18 analystsCreation of long, medium and short term flows with: Capacity Plan, Forecast, Budget forecasting, weekly analysis, continuous improvement and productivity optimization for revenue growthCreation of motivational programs such as the "WFM Star" aimed at awarding… Show more Responsible for the implementation of the WFM & MIS team, creating all the pillars for the structure of the areaCoordinating a team of 9 analysts initially, training and qualifying new professionals, later reaching 18 analystsCreation of long, medium and short term flows with: Capacity Plan, Forecast, Budget forecasting, weekly analysis, continuous improvement and productivity optimization for revenue growthCreation of motivational programs such as the "WFM Star" aimed at awarding employees who stood out during each two-month period. Show less

Monitoring of the Control Desk team, Assistant and WFM Analyst;- Development of reports with MIS, proposal of improvements and business visions;- Local planning activities (weekly actions, deviations, improvements) and Long Term (capacity, increase and reduction of headcount, Time Line, etc);- Business consultancy and proposed goals for the evolution of indicators and productivity- Optimization vision to improve profits and avois costs

Monitoring of the Control Desk team, Assistant and WFM Analyst;- Development of reports with MIS, proposal of improvements and business visions;- Local planning activities (weekly actions, deviations, improvements) and Long Term (capacity, increase and reduction of headcount, Time Line, etc);- Business consultancy and proposed goals for the evolution of indicators and productivity;

Traffic monitoring;Local dimensioning and structuring of actions to achieve goals;Elaboration of scales and dissemination (Total View tool)Analysis of business improvement opportunities

Development of head count studies, customized system reports, monitoring of real-time reports, historical analysis, creation of transshipment rules, creation of Dashboard.• Intra-year-month-day-hour projections, SLA and KPI indicators.• Scheduling, links and agents (Scheduling), IVR analysis, short, medium and long term forecasts.• Implementation of action plans to maintain quality and fulfill the contractual goals required by the contractors.

• Development of head count studies, customized system reports, monitoring of real-time reports, historical analysis, creation of transshipment rules, creation of Dashboard.• Intra-year-month-day-hour projections, SLA and KPI indicators.• Scheduling, links and agents (Scheduling), IVR analysis, short, medium and long term forecasts.• Implementation of action plans to maintain quality and fulfill the contractual goals required by the contractors.• Knowledge of Workforce tools -… Show more • Development of head count studies, customized system reports, monitoring of real-time reports, historical analysis, creation of transshipment rules, creation of Dashboard.• Intra-year-month-day-hour projections, SLA and KPI indicators.• Scheduling, links and agents (Scheduling), IVR analysis, short, medium and long term forecasts.• Implementation of action plans to maintain quality and fulfill the contractual goals required by the contractors.• Knowledge of Workforce tools - Total View (IEX) and Avaya CMS.• International conferences - English and Spanish Show less