Jonathan Erwin Villar
Workforce Supervisor
Bacoor
Summary
Dynamic Workforce Management Supervisor with over 10 years of BPO experience optimizing workforce strategies and leading high-performing teams. Proven expertise in managing multiple campaigns, conducting real-time analytics, and collaborating with internal and external stakeholders to achieve service level excellence. Adept at creating Business Continuity Plans (BCP), improving workforce allocation, and driving operational success in complex, fast-paced environments. Recognized for leading 10-12 Real-Time Analysts (RTAs) to success through proactive client engagements and data-driven decision-making.
Overview
1825
1825
years of professional experience
4
4
years of post-secondary education
Work History
Workforce Management Supervisor
TaskUs
Remote
09.2023 - 10.2024
- Led and managed a team of 10-12 Real-Time Analysts (RTAs) across multiple campaigns, ensuring schedule adherence is consistent and service level is optimal across business lines
- Collaborated directly with clients in weekly and monthly calls, providing strategic insights on workforce performance, staffing trends, and real-time adjustments to meet dynamic campaign needs
- Acted as a critical POC between internal teams and external stakeholders to align workforce capabilities with business objectives and client expectations
- Developed and executed BCP (Business Continuity Plans) to ensure seamless operations during unexpected changes, during critical periods E.g. (Typhoons, earthquakes, public transportation strikes, elections)
- Designed and launched a comprehensive workforce dashboard that provided real-time data on staffing, volume, and performance.
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- 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.
- Worked closely with other department supervisors to identify and address cross-functional challenges impacting service delivery, ensuring a seamless experience for customers.
- Evaluated workforce management software solutions to identify the most suitable tools for enhancing operational efficiency within the organization.
- Improved workforce efficiency by implementing strategic scheduling and forecasting techniques.
Email and Chat Moderator (SME/POC)
TaskUs
Imus, Cavite
06.2014 - 02.2019
- Resolving customer inquiries via email and chat
- Acted as a Subject Matter Expert (SME) and key Point of Contact (POC) for escalations, working closely with leadership and teams to maintain performance levels and resolve high-priority cases with a 90% resolution rate within 24 hours
- Mentored and developed a team of 20+ agents, leading training initiatives
- Enhanced user experience by monitoring chat rooms and enforcing community guidelines.
- Increased user satisfaction with timely and professional responses to inquiries and concerns.
- Assisted in maintaining a positive online environment through active moderation of chat discussions.
Real-Time Analyst (RTA)
TaskUs
Imus, Cavite
02.201 - 03.202
- Monitored and analyzed real-time queue volumes and system performance for multiple campaigns, making proactive scheduling adjustments
- Optimized intraday workforce operations, managing break schedules for over 200 agents, increasing on-break adherence
- Provided real-time feedback during client meetings to enhance staffing strategies and align performance with client goals.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Education
Bachelor of Science in Hotel and Restaurant Management -
Saint Dominic College of Asia
01.2010 - 01.2014
Skills
Workforce Optimization: Intraday Management, Real-Time Reporting, Staffing Forecasting
Leadership & Collaboration: Leading Cross-Functional Teams, Client Relationship Management, Stakeholder Engagement
Data-Driven Decision Making: Performance Dashboards, Metrics-Driven Staffing, Advanced Workforce Analytics
Technical Proficiencies: Webstation, Salesforce, IEX, PowerBI, Zendesk, Microsoft Office Suite, Google Sheets
Scheduling Optimization
Workforce Planning
Teamwork and Collaboration
References
Available upon request.
Timeline
Workforce Management Supervisor
TaskUs
09.2023 - 10.2024
Email and Chat Moderator (SME/POC)
TaskUs
06.2014 - 02.2019
Bachelor of Science in Hotel and Restaurant Management -
Saint Dominic College of Asia
01.2010 - 01.2014
Real-Time Analyst (RTA)
TaskUs
02.201 - 03.202
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