Jose Arana Email and Phone Number

Examine historical call volume data: Detect trends and recommend forward-thinking operational strategies, such as FTE requirements and necessary skillsets.Present detailed analysis to executive management: Elevate service and staffing levels to match portfolio growth.Oversee and report staff adherence: Resolve staffing data inconsistencies and collaborate with leadership to enhance agent productivity.Create and maintain WFM reports: Using Calabrio and SAP BI, consistently present call volume trends, forecasting results, staffing summaries, and adherence achievements to executive management.

Analyzed call center volume, patterns, and productivity for staffing levels to identify risks.Developed staff schedules and forecasts and maintained schedules in Alvaria and Verint.Created scheduling patterns for multiple departments using WFM tools like Alvaria.Provided weekly trending analysis on staffing gaps, service levels, and OT requests to managers, directors, and clients.Worked with Operation Managers and Supervisors on scheduling conflicts and prepared reports and materials for the training and Workforce departments.

Monitored real-time service levels for multiple queues using WFM tools like Alvaria, Avaya, Genesys, and Pulse, analyzing present-day call volume data.Managed SLA by adjusting offline activities, offering VTO for high service levels, and recommending OT or additional resources for high volume or shrinkage.Handled call routing between Mexico and the USA for MetroPCS using Avaya, ensuring low average answer speeds and call abandonment.Monitored real-time ACD agent status, reporting schedule adherence issues and customer hold times to operations.Provided bi-hourly reports to operations on service levels, volume forecasts, and total shrinkage, communicating any intraday risks and creating support tickets for call routing issues.

Analyzed call center volume, patterns, and productivity for staffing levels to identify risks.Maintained schedules and employee information, including updates for new hires and termed agents using WFM tools like Aspect.Communicated with department managers and directors on volume patterns and offline needs, recommending solutions for staffing concerns.Monitored multiple call queues in real-time to maximize productivity, managing performance with VTO, offline activities, OT, or additional resources.Provided hourly service level reports and updates, and managed real-time exceptions, proactively meeting deadlines and handling stressful situations.

Monitored real-time service levels for multiple queues using WFM tools like Alvaria, Avaya, Genesys, and Pulse, analyzing present-day call volume data.Managed SLA by adjusting offline activities, offering VTO for high service levels, and recommending OT or additional resources for high volume or shrinkage.Handled call routing between Mexico and the USA for MetroPCS using Avaya, ensuring low average answer speeds and call abandonment.Monitored real-time ACD agent status, reporting schedule adherence issues and customer hold times to operations.Provided bi-hourly reports to operations on service levels, volume forecasts, and total shrinkage, communicating any intraday risks and creating support tickets for call routing issues.

Provided second-level support to frontline agents, handling escalated customer issues using Verizon tools, including NT support, equipment dropship, and scheduling service calls.Maintained troubleshooting tickets, updating with detailed notes and following up with customers or NT for further troubleshooting.Followed up and closed troubleshooting tickets after resolving issues or collecting additional information.

Resolved customer issues related to data, video, and voice lines promptly while ensuring high levels of customer service.Educated customers on the issue and solution to prevent repeated callbacks.Ensured timely and effective resolution of technical problems.