Catleya Kaye B. Manalo
Malolos, Province of Bulacan
Summary
Experienced with developing and executing comprehensive business continuity plans. Utilizes in-depth knowledge of risk assessment and mitigation to ensure operational stability. Track record of leading crisis management initiatives and fostering team collaboration.
Overview
2026
2026
years of professional experience
Work History
Asst. Manager
Excess Management - Teleperformance Philippines
02.2025 - Current
- Leads a team of Sr. Analyst responsible for strategic coordination of hiring and redeployment of excess customer experts across multiple programs
- Collaborates closely with the recruitment team to guide and oversee initiatives that will ensure floating employees are reassigned in the fastest and most efficient manner possible
Asst. Manager
BCP Automation Reporting Capacity (BARC) - Teleperformance Philippines
04.2022 - Current
- Leads a team of Sr. Supervisors and Sr. Analysts in tactical, operational BCP and monitoring of local and client events
- Review and provide feedback and improvements on the company executive reports
- Leads the monitoring, coordinating, planning and communication of the organization's response and recovery from various levels of work disruptions
- Oversees site-readiness preparation calls to ensure alignment when there is an impending possibility of work disruption via natural calamities or cyberattacks
- Conducts training and awareness programs for business leaders in their roles in business continuity and oversees exercises to test preparedness (i.e. Global fire drill)
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development
Sr. Supervisor
BCP Automation Reporting Capacity (BARC) - Teleperformance Philippines
09.2018 - 04.2022
- Lead a team of Sr. Analysts in tactical, operational BCP and monitoring of local and client events
- Maintains and develops executive reports
- Tracks WFM team hygiene and audit processes
- Sends regular reports for client-market news
- Maintain POC list, internal, client, near-shore
- Oversees site-readiness by department
- Keeps track of Employee phone numbers in CCMS and regularly update the SMS server
- Develops a detailed escalation process and matrix by client
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
Sr. Analyst
BCP Automation Reporting Capacity (BARC) - Teleperformance Philippines
- Is responsible in leading the tactical and operational BCP and monitoring of local and client events
- Maintains and develops executive reports, managers market-wide capacity plan and provides ramp proposal
- Tracks WFM team hygiene and audit processes
- Sends regular reports for client-market news
- Maintain POC list, internal, client, near-shore
- Tracks site-readiness by department
- Keeps track of Employee phone numbers in CCMS and regularly update the SMS server
- Develop a detailed escalation process and matrix by client
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
Real Time Analyst
Canadian Client - Dish Sling TV, Rogers, Scotia Bank, Euro Pro, Home Depot - Teleperformance Philippines
01.2015 - 09.2017
- Perform real-time monitoring and schedule adherence tracking
- Verify communication of all information relevant to staffing or service level to management, operations and client representatives
- Track, analyze and report issues and resolutions
- Monitor, track and report agent schedule adherence and employee occurrences
- Update employee and team data maintained in the workforce management software
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Collaborated with management to develop targeted action plans for addressing performance gaps.
Scheduling Analyst
United Services Automobile Association (USAA), Ninigrat and Richmond Site - Teleperformance Philippines
01.2014 - 12.2014
- Schedules agents based on call trend/forecast provided by the client
- Approves leave and days off requests of agents based on planned staffing and projected shrinkages
- Maintains and submits weekly staffing model used to plan for hiring agents based on actual volume and shrinkages
- Communicates with operations and client on issues pertaining to schedules, forecast and staffing concerns
- Monitor, track and conducts analysis on actual trend (volume, staffing and AHT) to provide projection and solutions to possible issues that may affect staffing
- Update employee, team data and generates schedule using workforce solutions software NICE IEX TotalView
- Collaborates with clients to meet and/or exceed expectations, quality, timeline and budget expectation
- Implemented best practices in schedule management to minimize disruptions caused by unplanned absences or emergency situations.
- Collaborated with cross-functional teams to develop comprehensive schedules that met organizational goals and deadlines.
Scheduling Analyst
Sprint, North Lauderdale Site - Teleperformance Philippines
05.2012 - 09.2014
- Schedules agents based on call trend/forecast provided by the client
- Approves leave and days off requests of agents based on planned staffing and projected shrinkages
- Maintains and submits weekly staffing model used to plan for hiring agents based on actual volume and shrinkages
- Communicates with operations and client on issues pertaining to schedules, forecast and staffing concerns
- Monitor, track and conducts analysis on actual trend (volume, staffing and AHT) to provide projection and solutions to possible issues that may affect staffing
- Update employee, team data and generates schedule using workforce solutions software NICE IEX TotalView
- Collaborates with clients to meet and/or exceed expectations, quality, timeline and budget expectation
Scheduling Analyst
Google, Ann Arbor and Ogden Site - Teleperformance Philippines
05.2013 - 02.2014
- Schedules agents based on call trend/forecast provided by the client
- Approves leave and days off requests of agents based on planned staffing and projected shrinkages
- Maintains and submits weekly staffing model used to plan for hiring agents based on actual volume and shrinkages
- Communicates with operations and client on issues pertaining to schedules, forecast and staffing concerns
- Monitor, track and conducts analysis on actual trend (volume, staffing and AHT) to provide projection and solutions to possible issues that may affect staffing
- Update employee, team data and generates schedule using workforce solutions software NICE IEX TotalView
- Collaborates with clients to meet and/or exceed expectations, quality, timeline and budget expectation
Scheduling Analyst
BookIT, Jamaica Site - Teleperformance Philippines
01.2013 - 12.2013
- Schedules agents based on call trend/forecast provided by the client
- Approves leave and days off requests of agents based on planned staffing and projected shrinkages
- Maintains and submits weekly staffing model used to plan for hiring agents based on actual volume and shrinkages
- Communicates with operations and client on issues pertaining to schedules, forecast and staffing concerns
- Monitor, track and conducts analysis on actual trend (volume, staffing and AHT) to provide projection and solutions to possible issues that may affect staffing
- Update employee, team data and generates schedule using workforce solutions software NICE IEX TotalView
- Collaborates with clients to meet and/or exceed expectations, quality, timeline and budget expectation
Real Time Analyst
US Client - Sprint, Boost Mobile, Virgin Mobile - Teleperformance Philippines
05.2009 - 05.2012
- Perform real-time monitoring and schedule adherence tracking
- Verify communication of all information relevant to staffing or service level to management, operations and client representatives
- Track, analyze and report issues and resolutions
- Monitor, track and report agent schedule adherence and employee occurrences
- Update employee and team data maintained in the workforce management software
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
Subject Matter Expert
Sprint/Boost Mobile - Teleperformance Philippines
09.2008 - 05.2009
Customer Care Representative
Teleperformance Edsa Site, Philippines
10.2006 - 09.2008
Education
Bachelor of Science - Electrical Engineering
Bulacan State University
04.2006
High School Diploma -
College of St. Lawrence
Bulacan04-2001
GED -
Balagtas Central Elementary School
Bulacan04-1997
Skills
- Strong leadership and communication skills: To lead teams, collaborate with stakeholders, and effectively communicate during a crisis
- Analytical and problem-solving skills: To assess risks, develop solutions, and make informed decisions during disruptions
- Project management skills: To manage the development and implementation of business continuity plans
- Knowledge of business continuity best practices and relevant regulations: To ensure compliance and effectiveness
- Can lead a team of Sr Analysts and Sr Supervisors on a day to day basis to ensure operational excellence
- Can deliver and set goals congruent to the overall success of the business monitoring
- CMS Avaya, NICE IEX TotalView, VNC, Verint, and other workforce monitoring tool
- Call Center Management System
- MS Office : MS Word, Excel and PowerPoint
- Ability to apply logical problem solving approach to resolve certain situation with clients
- Ability to multitask and manage time
- Flexible to changes and has sense of urgency
PERSONAL
Language Spoken: English and Filipino
Timeline
Asst. Manager
Excess Management - Teleperformance Philippines
02.2025 - Current
Asst. Manager
BCP Automation Reporting Capacity (BARC) - Teleperformance Philippines
04.2022 - Current
Sr. Supervisor
BCP Automation Reporting Capacity (BARC) - Teleperformance Philippines
09.2018 - 04.2022
Real Time Analyst
Canadian Client - Dish Sling TV, Rogers, Scotia Bank, Euro Pro, Home Depot - Teleperformance Philippines
01.2015 - 09.2017
Scheduling Analyst
United Services Automobile Association (USAA), Ninigrat and Richmond Site - Teleperformance Philippines
01.2014 - 12.2014
Scheduling Analyst
Google, Ann Arbor and Ogden Site - Teleperformance Philippines
05.2013 - 02.2014
Scheduling Analyst
BookIT, Jamaica Site - Teleperformance Philippines
01.2013 - 12.2013
Scheduling Analyst
Sprint, North Lauderdale Site - Teleperformance Philippines
05.2012 - 09.2014
Real Time Analyst
US Client - Sprint, Boost Mobile, Virgin Mobile - Teleperformance Philippines
05.2009 - 05.2012
Subject Matter Expert
Sprint/Boost Mobile - Teleperformance Philippines
09.2008 - 05.2009
Customer Care Representative
Teleperformance Edsa Site, Philippines
10.2006 - 09.2008
Sr. Analyst
BCP Automation Reporting Capacity (BARC) - Teleperformance Philippines
Bachelor of Science - Electrical Engineering
Bulacan State University
High School Diploma -
College of St. Lawrence
GED -
Balagtas Central Elementary School
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