FITZ PATRICK A. SIQUIOCO

Managing a cluster with 75 WFM staff supporting 15 programs with total of 4000 FTE doing End-to-end WFM Functions.

• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Provided strong leadership to enhance team productivity and morale.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Achieved operational excellence by streamlining processes and implementing best practices.

• Managing 5 Teams with 5 WFM Supervisors and 25 Analyst
• Support Global Account with 6 sites
• Provides leadership support for all Workforce functions (Real time management, Scheduling, Forecasting, Capacity Planning, WBR & CSAT reports, & Business Continuity Management supporting a major Educational Account
• Point of contact for Engagement with site leads, Client Management team, HR & Training teams in relation to the excecution and adherence to staffing plans.
• Analyzes, monitors and reports all staffing assumptions (including but not limited to contact volume, headcount requirements, shrinkage, attrition, department KPI’s, and forecast models) Then provides recommendations to Servicing Operations leadership. Develops key performance indicators, statistical modelling, cost optimization analysis, and reporting mechanisms to measure operating standards and facilitate effective decisions. Proactively identifies and oversees continuous improvement opportunities, gains in efficiency and reduced costs. Creates and maintains sustainable business continuity and crisis preparedness protocol
• Optimized staffing levels with data-driven analysis, ensuring appropriate coverage during peak hours.
• Continuously evaluated industry trends and best practices, incorporating new ideas and approaches to drive ongoing improvements in WFM effectiveness.
• Reduced employee attrition rates through effective communication, training, and performance management.
• Streamlined WFM processes to increase productivity and reduce operational costs.

• Managed teams with 3 WFM Supervisors & 22 End to end WFM Analysts
• Manage global workforce requirements for multiple geographies. Capacity Planning, Forecasting, Scheduling, Reporting, Reports Automation / Analytics and Real-Time Management
• Work closely with leadership to execute call center growth strategies
• Support global capacity planning needs by managing short and long-term forecast process, developing staffing plans and leading weekly capacity planning meetings
• Spearheaded the automation of WFM reports for Artificial Intelligence Program
• Drive the WFM Mobilization program on Global projects to align with Global WFM Standards

• Overall point of contact for all WFM Programs (Real time management, Scheduling, Forecasting, Capacity Planning, WBR & CSAT reports, & Business Continuity Management supporting a major online B2B in U.S
• Manage, Develop & Coach a team of 5 Real time Analysts, 2 Reporting Analysts & 1 scheduling / Planning Analysts
• Provide accurate & timely Business Reports for all line of business and estimated resource requirements, to assure target revenue & customer satisfaction are achieved at acceptable cost levels.
• Works collaboratively with Directors & Managers in providing recommendations on Business reports and analysis for SLA performance.
• Managing the design and delivery of complex forecasting and planning models to the timeline as agreed with the client
• In Charge on monitoring seat capacity, highlight risk & propose recommendations to key stakeholders.
• Responsible and accountable for maintaining all WFM key performance indicators such as Service level, ASA , Abandoned % , Accessibility & ensure adherence to agreed processes.
• Point of contact for Engagement with site leads, Client Management team, HR & Training teams in relation to the excecution of and adherence to staffing plans.

• Handled 5 Off shore sites with 7 LOBs for Scheduling, Forecasting & Planning supporting 2,000 FTE’s for a major US telecommunications provider and managing a group of 7 scheduling / Forecasting Analysts.
• Works collaboratively with Directors and Managers in providing analysis and recommendations on financial and revenue reports.
• Responsible and accountable for maintaining WFM KPIs such as Service Level, Average Speed of Answer, Average Handling Time and Abandon Rates.
• Responsible in maintaining staff and ramp plan while assisting in providing short term and long term forecast for the account.

• Scheduling Agents’ schedule in a 2-week view based on Client-end Requirements and Roster restrictions
• Managing Historical CMS Avaya Reports for Trending-Analysis and Future Forecasting Purposes
• Worked closely with all department heads in developing staffing strategies.

• Monitor staff adherence to work schedule, improving agent occupancy to the customer experience.
• Responsible for real time management, updating client based reports, and provides Operations with regular recommendations /information needed for staff planning

• Handled high influx of inbound calls within a dynamic call center environment.
• Deliver world - class customer service and build customer satisfaction and loyalty.
• Responded to customer inquiries, requests and resolved issues efficiently and professionally.

• Sole Proprietor (Retail Shop) - Duties include making sales, assisting customers, store Merchandising, auditing stocks, and doing the general paper works.
• Sole Proprietor (Internet Shop )- Manage the day-to-day operations, Assisting customers, maintaining the good performance of every machines