Michael C. Email & Phone Number

Bangkok, Thailand

Taguig

• Capacity Planning and Resource Planningo Working with Sr. Leadership and Recruiters during the fiscal planning process to ensure that planned employee headcount supports the Associate and Client Experience goals of the program.o Consolidated, simplified, and standardized Capacity Planning methods and processes allowing for easier and more accurate staffing projections.o Reviewed the planned recruitment numbers weekly, updated the Staffing Projection Report and alert key stakeholders to any staffing issues or deficiencies which have the potential to business.• Monitoring of program headcount and attrition o Establishes a statistical baseline for workload demand/forecasts for the program. Provides clear communication of the capacity plan, hiring plan, forecasted workload, changes, assumptions, inputs, etc. to leadership team.o Coordinate with Recruiters, Asset Management, and Training teams to identify hiring strategies, hiring fill rates, and required new hires for new lines of business & attrition replacements • Forecasting and Schedulingo Experienced statistical knowledge in forecasting. Process owner for developing accurate long and short range forecasts to determine overall staffing capacity requirements. o Responsible for generating, maintaining and tracking work volume forecast, capacity and schedule for 1000+ employees.o Analyze historical data to generate daily, weekly and monthly forecasts.Use Forecasting techniques to identify trends.o Use forecasting techniques to generate resource requirements.o Schedules and coordinates internal staff's work, Vacation Leave management, training, and meetings on a daily basis to meet work demand and customer needs. Makes necessary adjustments to schedules to provide necessary coverage due to unusual work demand, peak timeframes, staffing shortages, etc. Maintains seniority list(s) for Vacation Leaves and schedule selections.

• Responsible for all aspects of real-time resource management across 2 lines of business.• Monitored all performance metrics, resource requirements and utilization from an enterprise to agent level.• Coordinated to Operations real-time resource adjustments based on business needs• Created and maintained statistical analysis reports using various applications.• Work with all levels of management, training and human resources.• Managing time-off/vacation requirements and daily attendance for 800+ employees.

• Promoted from Technical Customer Care Representative to Manager on Duty (Associate in Workforce Management).• Responsible in monitoring program/agent performance on a real time basis on multiple systems to ensure performance is within pre-set parameters for 600+ employees spread over 3 sites (2 sites in Manila, 1 site in Mumbai).• Manage intraday agent attendance performance, leave management, and employee productivity, performance exceptions and schedule adherence in collaboration with the command center.• Prepares and analyzes performance reports to meet internal and client requirements• Worked with Supervisors to resolve schedule adherence issues and escalating to Senior Leadership if necessary.• On site point of contact for offshore vendors and for following up on internal and external trouble tickets to ensure all tickets are resolved.

Bachelor Of Arts, Communication Arts & Bachelor Of Science - Management Of Financial Institutions

High School