JORDAN CAHAYAGAN
Cebu City, Province Of Cebu
Summary
Dynamic Workforce Management Leader with over a decade of experience driving operational excellence in the BPO industry. Proven track record in real-time analytics, workforce optimization, and team leadership. Expert in aligning workforce strategies with business goals to improve service levels, efficiency, and client satisfaction.
Overview
14
14
years of professional experience
Work History
Workforce Real Time Analyst Team Lead
Concentrix
01.2025 - Current
- Lead workforce operations and real-time monitoring across teams
- Deliver strategic insights to improve service levels and efficiency
- Drive continuous improvement initiatives
Real-Time Team Lead
Accenture
01.2021 - 01.2025
- Managed workforce performance and ensured KPI achievement
- Coordinated cross-functional teams to optimize operations
Real Time Analyst
Wipro
01.2016 - 01.2021
- Oversaw adherence, reporting, and performance metrics
- Acted as liaison between operations and command center
Collections Advisor
Wipro
01.2014 - 01.2016
- Managed accounts, escalations, and quality assurance processes
English Language Teacher
SME Philippines
01.2012 - 01.2014
- Delivered training and developed communication skills
Education
Bachelor of Science - Marine Transportation
University of Cebu
Skills
- Workforce Planning & Real-Time Management
- Operations Leadership & Team Development
- Data Analytics & Performance Reporting
- KPI Optimization & Service Level Management
- Stakeholder Engagement & Communication
- Process Improvement & Efficiency
Timeline
Workforce Real Time Analyst Team Lead
Concentrix
01.2025 - Current
Real-Time Team Lead
Accenture
01.2021 - 01.2025
Real Time Analyst
Wipro
01.2016 - 01.2021
Collections Advisor
Wipro
01.2014 - 01.2016
English Language Teacher
SME Philippines
01.2012 - 01.2014
Bachelor of Science - Marine Transportation
University of Cebu