- Provide support and maintenance to existing management information systems (MIS) - Generate and distribute management reports in accurate and timely manner - Provide recommendations to update current MIS to improve reporting efficiency and consistency - Perform data analysis for generating reports on periodic basis - Develop and support MIS system for performance management and internal communication - Provide strong reporting and analytical information support to management team- Generate both periodic and ad hoc reports as needed - Participate in cross-functional meetings to resolve recurring MIS related issues- Provides analytical support for special projects- Prepares intraday reports on staff attendance; Monitor intraday attendance and schedule adherence.- Manages changes to scheduling to ensure adequate daily resource coverage. - Communicate with management and operations team to ensure compliance with company standards- Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures- Analyze PTO submissions and support approval/denial decisions based on their effect on operations- Processes schedule trade requests for posted schedules- Processes management requests for modifications of scheduling events (meetings/training, etc.)- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction

Line Management - Monitor operations real-time and perform real-time adjustments if required to meet the target SLAs- Provide support in identifying, tracking and reporting system issues/downtime- Track the daily attendance and provide recommendations for understaffing and overstaffing-Review and analyze call arrival patterns and provide recommendations to improve customer service experience-Provide regular updates on operations performance including causes and trends for misses as well as action taken to prevent it-Interact with multiple levels of management in all functional areas of the business to drive performance improvementVendor Management - Audit Vendor processes like Daily Time Record, Current Undertime/early out, Whole Day Shift CUT Request - Trained and conducted regular refresher for Vendor Workforce and Operations in handling Client Tools (FAM, EMPSX, EWFM) Programs and Client Processes. Reporting - Prepare and send intraday as well as daily, weekly and monthly performance reports- Creates/Generates Report that includes adherence, attendance, ASA, AHT and occupancy

- Listening to live calls, documenting top coaching opportunities, and enhance operator skills by drilling down behaviors and share best practices on how to handle particular calls and situations effectively- Facilitating and conducting training programs and refresher for agents and upper management to touch base with new updates on the product and call handling process- Conducting quality calibration and discussions for both client and vendor quality teams to address process loopholes and improvement opportunities - Handled New Hires’ product certification and transition to operations - Place test calls to operations to ensure quality standards are met and facilitate discussions afterwards with the operations supervisors and managers - Prepare daily, weekly, monthly and quarterly quality reports for center updates- Conduct one-on-one coaching for supervisors and operators to ensure process compliance and operator development

- Identifies metrics, customer satisfaction, agent processes and agent effectiveness improvement initiatives across all vendors with focus in underperforming centers for all Line of Businesses- Pioneered and handled FCR, AHT, CSAT, Service Level, and Grade of Service Metrics Analysis for Teletech Bacoor, Sykes Cebu, Sitel Baguio, Convergys Quezon City and Teleperformance San Salavador- Prioritizes initiatives based on information from verbatims, red flags, and secondary metrics- Provides input on Action Plan initiatives based on metric analysis- Provides action plans based on systemic trends and root cause analysis- Presents findings and analysis on all metrics to internal and vendor teams- Ensures all deliverables are met within budget- Reviews communications as necessary to ensure deliverables meet stated goals- Ensure that all members (internal) are compliant to the technical standards of the project and the company- Assist, escalate and coordinate technical issues such as outages, authentication or login, data node conversion, IP Routing, networking, SharePoint or database errors, etc- Conducts weekly calibration session and sharing best practices regarding verbatim/root cause analysis- Conducted training on technical and leadership development

- Measures excellence by improving processes and standard processes through trial and tests to achieve perfection, growth and development within a specified timeframe.- Implement processes, audit transaction of agents, generate reports on latest account improvement, assist support group and develop action plans for McAfee Asia Pacific and North America Corporate Accounts.- Ensure compliance of agents and supervisors on standard process based on client specifics or Statement of Work.- Monitor recorded and real-time transactions or calls of agents and provide coaching and feedback.- Supervise agents in absence of Team Lead, serves as Point of Contact and occasionally take call escalations.- Conduct internal and external calibrations for call process compliance- Conduct Focus Group Discussions for agents and team leads to address new issues on processes and quality monitoring.- Interview aspiring QAs and call center applicants- Pioneered the account’s transaction monitoring process