Emile Anthony E. Nair Ii Email & Phone Number

New York, United States

Dubai, United Arab Emirates

Led global workforce and vendor management strategies, overseeing relationships with key partners and ensuring alignment with business objectives. Defined and implemented capacity planning and real-time monitoring strategies that drove operational excellence across global support teams.

Operational Excellence & Leadership: Drove operational improvements across multi-site environments, managing relationships to ensure service levels were consistently met. Spearheaded initiatives to optimize workforce strategies, contributing to significant improvements in client satisfaction and operational scalability.Process Optimization: Spearheaded continuous process improvement initiatives, focusing on workforce data integrity and system performance optimization. Collaborated with cross-functional teams including Finance, HR, and Operations to implement best practices in workforce planning and resource management.Data Analysis & Reporting: Utilized advanced data analysis techniques, including Excel formulas, Pivot Tables, and SQL, to provide actionable insights and drive process improvements. Managed the creation and maintenance of detailed technical analysis, assumptions, and recommendations.

Manila, National Capital Region, Philippines

I managed the Workforce Management function for Telus International across two locations in the Philippines, achieving a remarkable 98% Employee Engagement score by the end of 2019, surpassing the overall WFM score of 91% within just 8 months.

Singapore

I meticulously crafted forecasts by analyzing historical call patterns, incorporating insights from account managers about client marketing activities, and creating a staffing plan for the year ahead. This strategic approach saved the company $500,000 by preventing recruitment delays.I collaborated closely with site leads and the HR head to design a flexible employee schedule (ROTA) that met forecasted demands while being adaptable to unexpected surges. This enhanced efficiency, reducing the company's labor hours by 4,000 per month.Furthermore, I fostered teamwork and accountability by hosting daily meetings to review performance results and provide expert guidance on operational efficiency. I also developed comprehensive reports using Excel and Tableau to track KPIs, agent scorecards, account scorecards, and revenue.As the leader of the project team overseeing the transition to Genesys, I offered valuable insights on aligning Genesys WFM software with our operational needs, ensuring a seamless transition.

Ontario, Canada

Was responsible for providing functional / operational support to optimize usage of the Workforce Management Solutions (WFM) and client operations.• Aligned people, process and Workforce Management Solutions technology in a way that supports financial effectiveness, operational efficiency, employee engagement and maximizes system performance.• Served as an expert resource in the functional and/or operational utilization of various Workforce Management Solutions software/applications related to a client organization’s workforce scheduling, time and attendance, human resources and business analytics processes.• Coordinated with the Project Manager and Internal Stakeholders in order to provide timely, accurate and professional client service.• Identified process improvement areas and solutions, shared and encouraged best practices across teams, and work with stakeholders to deliver an effective experience to clients.

Manila, Philippines

Directed global workforce management functions, overseeing multi-vendor operations and leading cross-functional teams to achieve strategic goals. Developed and implemented vendor selection and management processes, ensuring optimal resource allocation and performance across global operations.

Eastwood City

Manila, Philippines

Philippines

Eastwood City, Libis, Quezon City