Patrick Salamat Email & Phone Number

Biñan, Ph

Philippines

- Provide MIS project support to establish accuracy, continuity, and availability of information.- Effectively coach, lead and develop a team of Report Analysts and Specialists within their span, including those under the supervision of one or more Associate Manager or Officers.- Ensure quality and accuracy of all reporting; develop and execute procedures to ensure all reports and supporting documents meet the stakeholder’s needs and are completed accurately and within required timeframes.- Develop KPI reports containing numerical results, standard deviations and accuracy and outlier analysis.- Handle ad-hoc report requests intake and deliverable service levels and priorities.- Manage tasks in publishing daily, weekly, and monthly reports on agent and team level KPIs, internally and externally.- Own reporting forecast performance, shrinkage, and other metrics pertinent to understanding interval service level and WFO performance.- Participate in monthly reviews communicating reports in an easily consumable manner for clients and partnering to drive business improvement.- Partner cross functionally with multiple groups to acquire inputs and ensure single source of truth in reporting.- Share data insights, drive the team vision, and execute the strategy by leveraging reporting analytics to optimize the performance on key WFM KPIs.- Strong proactive and result-oriented collaboration skills, working with WFM senior management to develop policies, procedures, and training programs tailored to meet the department's needs. Assist in daily operations, including reporting tasks, delegating to team members, monitoring data integrity, and providing analysis.- Work closely client management, contact analytics, operations and WFO to break down barriers in KPI definition and understanding. Provide the team with historical data in a timely manner.

Alabang, Muntinlupa City, Philippines

Managed inbound and exposed to outbound (back office) queue. Responsible for the team performance as well as each agent performance in achieving their metrics (Attendance, Quality, Productivity, CSAT, NPS). Provide coaching, feedback, development and disciplinary action plan, if necessary. Generate LOB’s scorecard and other reports needed by the management or client. Provide assistance to other support or co-team leaders.

Alabang, Muntinlupa City, Philippines

Manage a team of RTA and MIS.Managing agent's schedule, leaves, ranking and shift preference. Creating staffing and productivity reports, guidelines, process and procedures.

Sucat, Paranaque City, Philippines

Responsible for capacity planning, creating and communication of schedules for the assigned project/s. Identifying opportunities and suggesting way to improve efficiency of staffing and scheduling to management. Carrying out regular reporting and data management activities around scheduling and capacity planning.

Sucat, Muntinlupa City, Philippines

Ensure maximum productivity on the floor by monitoring service levels, percentage of calls answered versus calls required, call arrival patterns, AUX usage, adherence to staffing requirement and other pertinent data based on real time figures.

Bachelor Of Science In Computer Science

Bachelor Of Science In Associate In Computer Science