Jose Diaz Email and Phone Number

Supervise and lead the Real-Time team, which includes real-time analysts and schedulers.Analyze real-time data and metrics to identify trends, potential bottlenecks, and areas for improvement.Collaborate with workforce management, operations, and other teams to address emerging issues and maintain service standards.Provide timely updates to management and stakeholders on real-time workforce performance.Escalate critical issues to appropriate departments and management for immediate action.Implement contingency plans to address unforeseen events or emergencies impacting workforce operations.Create real-time and scheduling strategy for Customer Experience.Additional project work as assigned

Actively execute skilling changes (assigning different work types to individuals) as business needs dictateDevelop and maintain real-time monitoring dashboards and reports to support workforce management decisionsMonitor real-time workforce performance, including call volume, staffing levels, and service metricsParticipate in workforce planning meetings to provide insights for future real-time optimizationsMake real-time adjustments to staffing schedules, breaks, and activities to address fluctuations in workload and service demandsAnalyze real-time data and metrics to identify trends, potential issues, and areas for improvementProvide timely updates to management and stakeholders on real-time workforce performance and potential risksEscalate critical workforce issues to appropriate departments and management for immediate actionCreate and maintain employee schedules to ensure appropriate coverage and efficient resource allocationMonitor and adjust schedules to address staffing shortages or surpluses and accommodate changing business needsUnderstand WFO and dash-boards best practicesGuide scheduling best practicesActively work with leadership to optimize schedules across business unitsAdditional project work as assigned

Develop and maintain staffing schedules that support operational demands and business objectives.Forecast labor requirements using historical data and predictive analytics.Coordinate with department heads to ensure compliance with staffing needs and operational efficiency.Create and manage employee schedules across multiple departments or locations.Handle all aspects of shift planning, including swaps, overtime, and leave requests.Monitor real-time adherence to schedules and make adjustments as needed.Prepare and analyze reports on workforce efficiency, schedule adherence, and other key performance indicators.Identify trends and recommend solutions to improve staffing and operational efficiency.Serve as the primary point of contact for all scheduling-related inquiries.Facilitate regular meetings with management and staff to discuss upcoming scheduling needs and challenges.

• Manages changes to scheduling to ensure adequate daily resource coverage.• Processes management requests for modifications of scheduling events (meetings/training, etc.). Provide analytical support for special projects.• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.• Provides analytical support for special projects.• Collaborate with Account Creation, Customer Care and Customer Loyalty Department Management on identifying opportunities to further optimize our workforce.• Communicates and works with peers, contact center staff, management and Human Resources.• Assists Real Time team and performs any other related duties as required or assigned.• Long-term staffing/finance planning.

Statistic management of complaint department and give the strategies to management for meet KPI’s on complaints solutions issued by Orange customers. Measure performance of all applications and claims analyst representatives for evaluation and performance purpose. Identify most commons complaint issued by the customer to take actions to reduce or avoid then.