Mary Grace Lozano Email & Phone Number

Finland

Philippines

 With direct reports from real time, capacity planning, scheduling, and reporting managers Plans and manages programs’ invoices Produces accurate Long, Medium, and Short-Range Forecasts and reports on anticipated volume and capacity across all programs.  Analyze real time performance and identify opportunities to improve Develops and implements contingency staffing models to mitigate capacity risks and provide capacity levers Engages and coordinates leadership team in discussions to identify and implement improvement measures when performance is jeopardized Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting Proactive advisory and consultative role regarding the optimization of call handling performance and associated impacts on the customers

Manila, National Capital Region, Philippines

 With scheduling manager direct reports  Create SOP's and functional documentation. Develops and maintains relationships with cross-functional teams domestically and internationally. Manage and support the entire English Region from NA, SA, PH, UK and SEA Drive standardization and implement global best practices to drive scheduling and short-term planning optimization.

Ncr - National Capital Region, Philippines

 With direct reports from Real Time (Mar 2020 to Jan 2022) With directs reports from Scheduling and Real Time Assistant Manager (Dec 2015 to May 2021) Provides leadership to Workforce staff and engages with business partners internally and externally Provides feedback to Workforce team regarding real time management, schedule creation, intraday staffing and capacity concerns Regularly audits Workforce operations to ensure quality of service delivery Maintains processes that ensure customer disclosure of issues that directly impact services Maintains staffing and program ratios based on established target Analyzes data, provides recommendations and makes presentations on Workforce trends, forecasts and staffing gaps Manages the capacity planning file initially from 26 LOBs and 4 campaigns Maintains seat allocation for Pasig site Responsible for RFP scenario generation considering staffing requirements, agent and support seats, and ramp plan that will be used in the billing model

Ncr - National Capital Region, Philippines

 With directs reports from Planning and RTA Responsible for effective forecasting , capacity planning, staffing requirements, scheduling and real time monitoring in Eastwood and Cubao accounts Make sure that KPIs were met based on plans else, proper contingencies were executed by RTAs Supervise operational activities of Workforce management team Creates processes to improve one downs’ task Coaching and tracking performance of one down Revenue analysis and recommendation

Ncr - National Capital Region, Philippines

 Call volume forecasting Responsible in capacity planning and headcount requirement computation Provides schedule with a right staffing correlated to incoming call volume Maintain requirements of average speed of answer and Service Level as defined by the client Works with management team to meet the program’s target.  Provides performance analysis and contingencies. Conduct request for proposal (RFP)computations Plotting of workstation assignments Assisting managers to check tasks of specialists and colleagues

Ncr - National Capital Region, Philippines

 Involved in long-term resource planning of the enterprise's frontline agent and seat resources Responsible in quantifying agent requirements starting from bidding stage to the end of life on an account. Forecasting from daily to annual volume, handling time, and planned time offs and seat resources. Assigned in several accounts/programs to run simulations of resource maximization and provide recommendations to improve an account's resources.

Ncr - National Capital Region, Philippines

 Responsible for processing forms to data base programs. Ensures the confidentiality of the client per se. Analyzes forms and or other kind of transaction according to the needs. Responds to high priority and/or complex client requests to ensure that requests are handled quickly, correctly, and appropriately  Assists scheduled and unscheduled client calls, as required