John Dave Calimpong
Pasig City
Summary
Dynamic Workforce Real Time Analyst with a proven track record at Foundever, specializing in optimizing resource utilization and enhancing service levels through expert scheduling and workforce management. Excelled in fostering team collaboration and leveraging Microsoft Excel for data-driven decision-making. Known for exceptional problem-solving abilities and effective communication, significantly improved operational efficiency. In additional, I already have experience on handling scheduler’s tasks which has given me more ideas and wider understanding about how the BPO really works.
Overview
1
1
year of professional experience
Work History
Workforce Real Time Analyst
Foundever
Pasig City
09.2023 - Current
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Prepared and maintained reports, dashboards and monthly packages.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Conducted ongoing training sessions; increasing job preparedness amongst workers.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
Education
Undergraduate - Tourism Management
Aklan Catholic College
Kalibo, Aklan Skills
- Scheduling optimization
- Workforce management
- Service level agreements
- Queue management
- Staffing adjustments
- Resolving issues
- Data collection & research
- Microsoft Excel
- Managing schedules
- Data analysis
- Report writing
- Schedule coordination
- KPI monitoring
- Compiling data
- Staffing requirements
- Simulation modeling
- Determining staffing needs
- Maintaining service levels
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Active listening
- Effective communication
- Decision-making
- Adaptability and flexibility
- Relationship building
- Microsoft Excel proficiency
- Task prioritization
- Self motivation
- Team building
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Training and development
- Goal setting
- Professionalism
- Compliance reporting
- Presentation skills
Timeline
Workforce Real Time Analyst
Foundever
09.2023 - Current
Undergraduate - Tourism Management
Aklan Catholic College