Jack Silva Email & Phone Number

Christchurch, Canterbury, New Zealand

New Zealand

In my capacity as a Workforce Management Analyst, I significantly contributed to the refinement of scheduling procedures and operational workflows. I meticulously organised data within the previous WFM system (Genesys), ensuring accuracy and accessibility for strategic decision-making. Moreover, I spearheaded the successful implementation of a new WFM.

Christchurch, Canterbury, New Zealand

São Paulo Area, Brazil

Significantly contributed to supporting Commercial Managers and Executives by providing FTE requirements and WFM inputs for pricing on contact center solutions. Additionally, led Forecasters, scheduling, and Real-Time team members to optimize work projected demand, schedules, and identify critical positions for worker reassignments. Conducted coaching and.

São Paulo Area, Brazil

As a Senior Analyst, my primary focus was on call centre forecasting, including analysing workforce requirements, preparing business performance reports for corporate clients, and performing the following tasks: Developing forecasts and capacity planning strategies based on call volumes, AHT, SLA goals, and shrinkage/overhead. Creating and maintaining.

São Paulo Area, Brazil

In this role, as part of the call centre operations for an internet provider client, I was responsible for providing schedules and rosters for agents covering the queues. Additionally, I managed real-time intraday resources to ensure the correct FTE number for forecasted call volumes, maintaining the desired service level.

São Paulo Area, Brazil

As a Technical Support Agent, I handled inbound calls assisting customers with internet-related technical issues, including broadband, dial-up, and mobile services. I also promoted and sold antivirus plans and new broadband services while ensuring excellent customer service and support.