Jacqueline Macaiba
San Jose Del Monte, Bulacan
Summary
Dedicated WFM professional, adept at optimizing call center operations and enhancing performance. Skilled in forecasting, capacity planning, and intraday management, with a strong focus on results through effective communication and team management.
Overview
18
18
years of professional experience
Work History
Manager, WFM Command Center
Alorica Teleservices, Inc.
03.2022 - Current
- Accountable for core workforce management functions, including trend analysis, forecasting and capacity planning, employee scheduling, and intraday management.
- Responsible for the day-to-day SLA and contractual compliance.
- Supervises 15 Workforce Management team members.
Sr. Resource Planner, Workforce Management
Ingram Micro Philippines BPO LLC
03.2017 - 03.2022
- Supported two business towers, catering to their capacity planning needs.
- Closely coordinate with Operations Managers in planning and budgeting for the FTE requirements of their business units, including incoming new businesses.
- Responsible for planning and maintaining the call center's seat allocation and utilization.
Scheduling and Forecasting Supervisor/WFM Lead
Genpact Services, LLC
04.2013 - 03.2017
- Managed a team of real-time analysts and reports analysts to monitor call queues, create dashboards, reports, and communicate service level breaches.
- Responsible for staff scheduling and capacity planning for the account.
- Provide high-level view of operational performance to senior management and leadership, required for business decisions and strategies.
WFM Command Center Associate
Convergys Services Philippines, Inc.
03.2006 - 10.2012
- Manage call volume and labor resources for inbound and outbound call centers located across the globe.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Education
Bachelor of Science - Electronics And Communications Engineering
Technological Institute of The Philippines
Quiapo District, Metro Manila, Philippines04.1998
Skills
- Call Center Operations
- Workforce Management
- Workforce Forecasting
- Capacity Planning
- Scheduling Optimization
- Intraday Management
- Performance Analysis
- Documentation And Reporting
Timeline
Manager, WFM Command Center
Alorica Teleservices, Inc.
03.2022 - Current
Sr. Resource Planner, Workforce Management
Ingram Micro Philippines BPO LLC
03.2017 - 03.2022
Scheduling and Forecasting Supervisor/WFM Lead
Genpact Services, LLC
04.2013 - 03.2017
WFM Command Center Associate
Convergys Services Philippines, Inc.
03.2006 - 10.2012
Bachelor of Science - Electronics And Communications Engineering
Technological Institute of The Philippines
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