Alfred Sanz
Planning Manager - Workforce Management
Las Piñas
Summary
Experienced professional with a strong background in workforce management, boasting 5 years of expertise in analytical skills, coaching, queue management, reporting & analysis, scheduling, and planning. Proven track record of optimizing workforce efficiency through strategic planning and meticulous scheduling. Adept at coaching and mentoring teams for enhanced productivity. Recognized for proficiency in queue management and implementing effective reporting systems. Demonstrated ability to analyze data and generate actionable insights, contributing to informed decision-making.
Overview
8
8
years of professional experience
Work History
Workforce Planning Manager
Ibex
11.2022 - Current
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
Workforce Planning Assistant Manager
Ibex
11.2021 - 11.2022
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
Workforce Planner
Ibex
01.2021 - 11.2021
- Enhanced workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.
- Optimized labor costs by developing and implementing strategic workforce plans tailored to business needs.
Workforce Scheduler
Ibex
02.2020 - 12.2020
- Maintained accurate records of employee hours worked through diligent documentation practices.
- Streamlined communication processes for schedule changes, minimizing confusion and conflicts among staff.
- Coordinated training schedules for new hires, ensuring proper integration into existing teams and work routines.
- Enhanced customer satisfaction by ensuring appropriate staffing levels during busy periods, preventing long wait times or service delays.
Workforce Realtime Analyst
Ibex
02.2018 - 02.2020
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
Customer Service Agent
Ibex
03.2016 - 02.2018
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
- Collaborated with team members to develop innovative solutions for complex customer problems.
Education
Associate of Science - Information Technology
Southville International School And Colleges
Las Piñas 04.2001 -
Skills
Performance Management
undefinedTimeline
Workforce Planning Manager
Ibex
11.2022 - Current
Workforce Planning Assistant Manager
Ibex
11.2021 - 11.2022
Workforce Planner
Ibex
01.2021 - 11.2021
Workforce Scheduler
Ibex
02.2020 - 12.2020
Workforce Realtime Analyst
Ibex
02.2018 - 02.2020
Customer Service Agent
Ibex
03.2016 - 02.2018
Associate of Science - Information Technology
Southville International School And Colleges
04.2001 -
Similar Profiles
Joshlynn WrightJoshlynn Wright
Customer Service Specialist at IbexCustomer Service Specialist at Ibex
Muhammad TouheedMuhammad Touheed
Customer Service Representative at IbexCustomer Service Representative at Ibex
Mark Jerome DiosmaMark Jerome Diosma
Customer Service Representative at IBEXCustomer Service Representative at IBEX