As a Workforce Scheduler at a BPO company, I manage the staffing and scheduling of over 200 customer service representatives across different shifts and channels. I use Excel, Content Management Systems (CMS), IEX and AWS to optimize the workforce performance and ensure service level agreements are met. I am also responsible in maintaining the hiring plans, and developing rolling forecasts.
I have been in the BPO industry for over 10 years, starting as a Customer Service Representative and then becoming a Workforce Scheduler. I have a passion for delivering excellent customer service and solving complex problems. I also have a background in the food industry, where I worked as a Barista and Baker for eight years, developing my creativity and attention to detail.
