Eric Lopez Email & Phone Number

Workforce Planning

Cyberone Libis / Pasay

• Provide end-to-end WFM solution to the client and operations, from forecasting, capacity planning, scheduling and real-time monitoring
• Partner with client and operations to align on WFM targets, forecast and capacity
• Coordinate with multi-functional groups to implement new projects
• Review, create and execute WFM action plans of the site and its accounts

• Oversee a team of Intraday Associates, Leads Management Analysts and Dialer Administrators
• Mentor and track performance of team members
• Work with department leaders to ensure staffing and service level targets are met

• Collect and analyze historical trends to optimize agent utilization and place manpower in the right schedule.

• Monitor and analyze real-time call pattern and balance staffing levels of the program
• Ensure schedule adherence and track agent offline time
• Create productivity templates for performance reporting

• Provide hardware and software technical support to the client’s customers