Shaun Chiong De Joya, Clc Email & Phone Number

National Capital Region, Philippines

I provide knowledge transfer, tools, strategies, and coaching that will enable leaders to simplify complex problems so that they can discover innovative solutions that will set them up on the path of recovery. I do this by providing my almost 2 decades of BPO/WFM experience and over 5 years of Coaching experience that empowers them to take control of their work.

Ncr - National Capital Region, Philippines

I create a safe and non-judgmental space for individuals to express their thoughts, ideas, and feelings about their current situation. I facilitate the process and guide them to create solutions to their problems. I provide strategies and knowledge that empower them to think, feel, and act better by managing their emotions.

Ncr - National Capital Region, Philippines

Manages client WFM relations from the planning stage until real-time execution. Conduct regular strategic planning process and tactical planning to review current business operations and implement necessary actions plan to achieve KRA, KPI, and Financial targets.• Supported different verticals from Telco, Banking, and Finance, Government Services, Retail, Streaming services, Food delivery Services, Hotel Reservations, Medical Devices, Consumer Electronics, Airline Reservations.• Experienced in handling 4 FTE projects to 3000 FTE projects. • Handled different Geos from ANZ, UK, APAC, and PH-based projects.• Responsible for clients' KPIs while keeping efficiencies at optimal levels ensuring a balance between client needs and business needs.• Works closely with operations, finance, and account management to resolve complex labor and call distribution issues between locations, clients, and products.• Lead and develops a team of 70+ WFM Professionals Coaching and Mentoring preparing them for future skill requirements and succession planning needs.• Experienced in Handling End-to-End Workforce Management Processes

Heads all WFM Key deliverables for APAC, UK and PH Domestic projects with multiple verticals and channels. 3000+ FTE's with 30+ different clients spread across different sites within the Philippines. Spearheading a new hire training program for new and tenured WFM employees to strengthen WFM CORE competency and operational support cadence. Training includes company's history, call center fundamentals, Workforce Management Basics, company specific tools training and practical applications and situational analysis.

Ncr - National Capital Region, Philippines

Ensure that budgeted headcount is effectively utilized while minimizing seat cost. Works with operations to reduce labor cost thru consistent monitoring WFM KPI's, Plans and execute to meet client goals.

Philippines

Leads a Team of Forecasters, Schedulers and Real Time Analyst which cater 4000+ FTE located on different sites and different accounts. Helped in growing the business from 1500+ FTE.

Philippines

Supervises Real Time, Planning and Scheduling for Both Technical and Customer Service support and help grow a 300 FTE account into more than 1500 FTE account.

Philippines

Handled Scheduling for a 1500 FTE account then was tasked to handle Capacity, Forecasting and Scheduling of a newly acquired account with a 300 FTE requirement.

Philippines

Real Time analyst for different accounts. Was tasked to jump start newly acquired business managing intraday performance.

Philippines