Greater Orense Area
Highly motivated and organized professional, with a proactive attitude focused on problem solving. Embracing and overcoming challenges on the way, focused on continuous improvement, optimization and development of best practices to lead teams to the next level. Creative and positive, always trying to find the bright side and taking every chance as an opportunity to grow.
Implementación y formación en software de gestión de personal aTurnos y Kronos
- Build schedules for 450 employees working in 3 different markets and 4 languages, making necessary adjustment to better fit forecast. - Review holidays requests and overtime/downtime possibilities considering daily performance and KPI achievements. - Analyse and communicate deviations on desire SLA goal, providing recommendations on how to react real time under unplanned circumstances. - Manage and analyse intraday data to prevent unexpected drops in SLA. - Building SOP and improve procedures by developing tools to quickly compare and correct wrong information. - Successfully implementation of Verint WFM, in charge of the complete migration from Injixo to Verint while improving settings to ensure better results regarding scheduling and workforce management.
- Manage RTA / WFM Analyst Team, ensuring timely and accurate reporting on an intra-day, daily, weekly, and monthly basis including identifying trends and performance-related themes. - Building necessary reports to ensure historical data on performance is analyzed and actions are taken regarding outlier performers, to prevent misbehavior that impacts the achievement of desired service level. - Maintain and build strong relationships with key business stakeholders including IT, customer service Operation leaders and other departments as well as external client. - Analyze procedures to optimize them, building best practices playbook for adherence and real-time management to prevent and react to drops in SLA’s, while developing new tools to improve team efficiency. - Build and manage a team of talented people to effectively monitor real-time performance and adherence to defined schedules and off-line activity, while operating to meet the demands of the business and customers. - Create a positive, consistent and organized work environment that fosters successful team performance, encourages improvements and empowers team members to seek for a career development. - Successfully implementing NICE WFM solution for scheduling and monitoring. Pulling, preparing and adapting data to migrate from Genesys WFM, understanding difference on how both software work. Defining and negotiating time-frames and deliverables with Airbnb, CPM Senior Management and IT. Running simulated weeks in parallel to test the compliance with forecast volumes, legislation and union agreements, in order to detect detours before going live. Working with WFM Genesys, Pulse, SAP, Zendesk, NICE IEX, Tower Tickets, Google Spreadsheets
- Management of real-time and intraday schedules of the operational teams of +900 agents to ensure that forecasted volumes across numerous channels are staffed accordingly, closely monitoring contact volumes, trends, incident management and schedule adherence. - Review intraday forecasts to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. - Provide operational updates on a daily basis, within the WFM system to ensure all factors are accurate, to allow informed decision making for daily management of the call centre, proactively produce ad-hoc reporting and make recommendations to management on a real-time basis. - Management of employees’ schedules: handling sick leaves, justifications and unjustified absences, updating exceptions and system issues to schedules. Analyzing PTO submissions and approve/deny based on their effect on operations and Company best practices. Reviewing agent's VTO and analyze need of OT to ensure service levels are met. - Conducting WFM department induction to new agents, communication and doubts resolution at all levels.
- Provide professional customer support to hosts and guests regarding platform usage and trip issues, education on product, complaints management, mediation, problem resolution and refund management.
- Atención al público - Gestión de reservas y manejo de sistemas de reserva - Gestión de comentarios y reclamos - Contacto con proveedores - Desarrollo de plan de negocio y procedimientos
- Revisión de bases de datos en formato access de investigaciones realizadas por el Inventari de Patrimoni Etnològic de Catalunya (IPEC) y por becas concedidas por el Institut Ramon Muntaner (IRMU), - Revisión bases de datos de MuseumPlus, - Revisión del Inventari de Patrimoni Festiu de Catalunya, - Soporte a la evaluación de proyectos de investigación para la convocatoria del IRMU 2016, - Revisión y publicación online de artículos de la Revista d’Etnologia de Catalunya (REC) nº41, - Revisión de fichas del Inventari del Patrimoni Cultural Immaterial de les Terres de l’Ebre (IPCITE), - Asistencia a las reuniones del Observatori de Patrimoni Etnològic i Immaterial (OPEI), formación wordpress y pinterest relacionadas, - Visita al Museu de Collbatò para el asesoramiento de la mejora de sus condiciones.