Randy Cris Nicolas, Cssgb Email & Phone Number

Malaysia

My role is multifaceted, involving data-driven decision-making, communication, and collaboration.1. Business Insight and Metrics Analysis: - Responsible for providing business insights by analyzing metrics, variances, and other relevant data. This involves understanding performance indicators and statistical data related to call center inbound/customer service programs.2. Market Analysis: - Performs market analysis to support business decision-making. This involves studying market trends, customer behavior, and competitive landscape.3. Staffing Recommendations: - Make recommendations for adjusting staffing levels. This ensures departmental productivity and profitability goals are met.4. System Efficiency Evaluation: - Reviews and analyze existing systems to identify areas for improvement. Developing strategies to leverage these systems effectively is crucial.5. Data Presentation and Optimization: - Presents relevant data in easy-to-understand formats such as dashboards or automated files. This aids timely decision-making and provides valuable insights.6. Detail-Oriented and Proactive: - Attention to detail, independence, and proactive work under pressure to meet deadlines.7. Additional Responsibilities: - Handles any other duties assigned by management within employment category. This contributes to the effective implementation, maintenance, and continual improvement of the Quality Management System.8. Collaboration and Documentation: - Collaborates with operational counterparts and stakeholders, sharing subject matter expertise and providing backup support. Writing, editing, and revising technical user documentation related to the specified Line of Business.9. Critical Evaluation: - Critically evaluate information from multiple sources, reconcile conflicts, and break down high-level information into actionable details.

Philippines

1. Oversees Workforce Operations in Multifaceted Environments:As a seasoned workforce operations leader, I navigate complex environments, including healthcare and e-commerce industries. My focus is on optimizing efficiency and driving results.2. Manages Capacity Planning, Scheduling, and Real-Time Reporting:In my role, I oversee capacity planning, scheduling, and real-time reporting across diverse geographical locations. With a team of over 1300 FTEs from various logos, I ensure seamless operations.3. Ensures Service Level Targets and Client Satisfaction:My commitment lies in meeting service level targets and exceeding client expectations. I prioritize seamless communication and collaboration to achieve exceptional results.4. Collaborates with Client WFM Counterpart for Strategic Planning:I partner closely with client WFM counterparts, engaging in both short-term and long-term planning. Together, we strategize, forecast, and align our efforts for optimal outcomes.5. Analyzes, Solves Problems, and Shapes WFM Strategy:My analytical mindset drives effective problem-solving. I contribute to overall WFM strategy, leveraging data-driven insights to enhance operational excellence.6. Handles Escalated Issues and Monitors Employee Performance:I thrive in high-pressure situations, handling escalated and urgent matters. Simultaneously, I monitor employee development and performance, ensuring growth and success.7. Provides Consistent Coaching and Feedback:I believe in continuous improvement. Through consistent coaching and constructive feedback, I empower my team to excel and achieve their full potential.

Philippines

1. Workforce Scheduling Optimization: I specialize in creating and maintaining optimized workforce schedules. Leveraging prepared forecasting models and aligning with business needs, I maximize service quality and efficiency2. Strategic Headcount Management:I ensure headcount alignment based on operational requirements. By planning ahead and monitoring staffing levels, I maintain an efficient workforce while meeting business demands.3. Queue Monitoring and Skill Alignment:I perform historical and real-time queue monitoring. My focus is on maintaining appropriate staffing levels and ensuring skill alignment for seamless operations.4. Data-Driven Analysis and Recommendations:I conduct trend analysis, leveraging system insights and business acumen. This informs strategic decisions, allowing me to make intraday and intraweek recommendations to segment leaders.”5. Recognized Achievement:In Quarter 1 of 2021, I was honored as a Top WFM Performer.

Philippines

Philippines

Bachelor Of Science - Bs, Mechanical Engineering

Bachelor Of Science - Bs, Accounting