Data-driven Workforce Management Analyst with over 6 years of progressive BPO and tech industry experience, specializing in contact center telemetry, capacity planning, and real-time operational execution. Proven expertise in short- and long-term volume forecasting, schedule optimization, and shrinkage management to consistently meet SLA targets. Skilled in translating complex KPI data—such as occupancy, adherence, and utilization—into actionable recommendations for cross-functional leadership. Proficient in Advanced MS Excel, Power BI, Tableau, and automated reporting workflows.
CORE COMPETENCIES & TOOLS
Workforce Management: Capacity Planning, Short & Long-Term Forecasting, Real-Time Monitoring & Intraday Management, Schedule Optimization, Shrinkage & Adherence Management
Data Analysis & Visualization: Live Data Extraction, Trend & Seasonality Analysis, Advanced MS Excel, Power BI, Tableau, Performance Scorecards, Root Cause Analysis
Operational Governance: SLA Compliance, AHT & Utilization Optimization, KPI Tracking, Database & Roster Auditing
Systems & Platforms: Avaya, Genesys, NICE IEX, KAMI, Tekion Cloud ERP, RingCentral
Cross-Functional Skills: Executive Dashboarding, Stakeholder Alignment, Process Improvement, Capacity Modeling, Junior Analyst Mentorship
PROFESSIONAL EXPERIENCE
Workforce Management Analyst
Pinnacle Intelligence | Oct 2025 – Present
Develop short-term and long-term forecasts for workload, call volume, and transaction demand by analyzing historical trends, seasonality, and business assumptions.
Create and maintain agent schedules aligned with SLAs, balancing customer demand, agent availability, shrinkage factors (absences, training, meetings), and labor rules.
Monitor daily performance against forecasts in real time, executing intraday adjustments such as reforecasting, overtime recommendations, and schedule changes while escalating staffing risks.
Prepare regular daily, weekly, and monthly performance reports to analyze KPIs including service level, productivity, occupancy, adherence, and utilization to drive efficiency.
Partner with Operations, HR, Training, and Leadership teams to align forecasting with business plans, communicate workforce trends, and support hiring roadmaps with capacity requirements.
Maintain and enhance WFM tools and forecasting models, supporting process automation and data accuracy best practices.
Workforce Analyst
Foundever | Alabang, Muntinlupa | Nov 2023 – Oct 2025
Monitored real-time queues, occupancy, and schedule adherence across multiple lines of business, proactively escalating interval variances to Operations Managers.
Prepared and presented executive-level daily, intraday, weekly, and ad-hoc analytics reports, translating operational metrics into actionable business insights.
Developed custom internal automation tools and reporting templates in Excel to streamline data collection workflows and improve reporting accuracy.
Audited master agent rosters and software tracking databases to maintain data integrity and system access rules.
Served as primary trainer and mentor for newly hired internal WFM real-time analysts, delivering operational best-practices training.
Real-Time Analyst
IGT Solutions | Alabang, Muntinlupa | Nov 2022 – Nov 2023
Ensured real-time queue adherence and interval compliance across global client programs; responded to operational red flags including high occupancy and performance drops.
Generated hourly, daily, and weekly WFM reports to track AHT variations, shrinkage spikes, and schedule variances.
Engineered automated Excel-based templates and scorecards to streamline report generation.
EARLY CAREER & TECHNICAL EXPERIENCE
Travel Consultant | IGT Solutions (Jun 2022 – Nov 2022): Investigated and resolved customer escalations using root-cause analysis to ensure quality metrics.
IT Intern | Micro Precision Calibration (Feb 2022 – Jun 2022): Provided technical system user assistance, tier support, and IT documentation.
Content Moderator | Majorel (Jan 2021 – Feb 2022): Evaluated content quality, user data integrity, and policy compliance across platform streams.
Process Executive | Cognizant (Aug 2020 – Jan 2021): Managed operational workflows, client communications, and process deliverables.
Outbound Sales Agent | Best Insurance Rates (May 2020 – Aug 2020): Handled direct client communications and lead management.
EDUCATION & CERTIFICATIONS
Bachelor of Science in Information Technology (2018 – 2023)
Cavite State University | GPA: 1.75 (Major GPA: 1.47) | Consistent Dean's Lister
Web Development Bootcamp (Oct 2021)
Udemy | Full-stack fundamentals: HTML, CSS, JavaScript, PHP
