Joshua Manguing
Cebu City
Summary
Proven Workforce Management Analyst with a track record of enhancing workforce efficiency and employee satisfaction at Concentrix, Intuit. Expert in forecasting techniques and Excel, adept at strategic planning and KPI monitoring. Achieved significant labor cost reductions and improved service levels through innovative scheduling optimization and effective problem-solving.
Overview
6
6
years of professional experience
Work History
Workforce Management Analyst
Concentrix, Intuit
10.2021 - Current
- Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
- Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
- Coordinated closely with department heads to align workforce needs with business objectives.
- Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Reduced labor costs through effective forecasting and strategic planning.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Managed overtime, shift swaps, breaks and PTO requests.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
Technical Support | Financial Software
Concentrix, Intuit
09.2020 - 10.2021
- Enhanced end-user experience by providing exceptional technical support and assistance.
- Provided technical support for both hardware and software issues users encountered.
- Provided technical support during incident investigations involving potentially unsafe products or components.
- Provided technical support to clients for smooth adoption of solar-powered systems.
- Provided timely technical support, resulting in improved customer satisfaction ratings.
- Coordinated pre-sales technical support, ensuring smooth implementation and customer satisfaction.
- Collaborated with sales teams to provide technical support and expertise during product demonstrations.
- Provided technical support to customers and colleagues, addressing complex electromechanical issues efficiently.
- Provided technical support to customers, resolving issues promptly and ensuring customer satisfaction.
Telesales Representative
Live2Sell Group of Companies
10.2018 - 05.2020
- Optimized productivity levels, setting personal goals for daily calls made and deals closed successfully.
- Overcame objections using friendly, persuasive strategies.
- Strengthened brand reputation by delivering exceptional service during each interaction with clients.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
Education
Business Administration Major Marketing
Asian College of Technology
Cebu City, PhilippinesSkills
- Scheduling Optimization
- Workforce Planning
- Forecasting Techniques
- Statistical modeling
- Resolving issues
- Data Collection & Research
- Microsoft Excel
- Data Analysis
- Report Writing
- Workforce Management
- KPI Monitoring
- Compiling Data
Timeline
Workforce Management Analyst
Concentrix, Intuit
10.2021 - Current
Technical Support | Financial Software
Concentrix, Intuit
09.2020 - 10.2021
Telesales Representative
Live2Sell Group of Companies
10.2018 - 05.2020
Business Administration Major Marketing
Asian College of Technology
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