Julius M. Burgos
Quezon City
Summary
Over a decade of experience in Business Outsourcing and Workforce Management, with expertise in real-time management, reporting supervision, scheduling, capacity planning, and team leadership. Proven track record of optimizing labor resources to efficiently achieve organizational goals while maintaining flexibility and dedication. Recognized for a strong work ethic and the ability to adapt quickly to changing environments, consistently delivering results that exceed expectations.
Overview
14
14
years of professional experience
Work History
Workforce Manager
VXI Global Solutions
06.2023 - Current
- Company Overview: VXI Global Solutions is a business process outsourcing (BPO) company specializing in customer experience, customer service, and digital solutions.
Workforce Supervisor
VXI Global Solutions
08.2021 - 06.2023
Workforce Planning & Delivery Supervisor
Concentrix Daksh Philippines
09.2019 - 08.2021
- Company Overview: Concentrix is a global technology and services company that provides customer experience (CX) solutions and technology to businesses.
- Train and coach Analysts and Lead in understanding operational metrics that would enable them to interpret, analyze and provide recommendations on reports that are being published.
- Analyze intraday statistics, workforce performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements.
Workforce Scheduler
Concentrix Daksh Philippines
11.2016 - 09.2019
- Company Overview: Concentrix is a global technology and services company that provides customer experience (CX) solutions and technology to businesses.
- Create and publish weekly agent schedules. Track call forecasts against actual results.
- Maintains the roster of the program assigned and enforce roster timeline to Operations.
- Implement all scheduling processes.
Workforce Real Time Analyst
Concentrix Daksh Philippines
03.2014 - 10.2016
- Monitor staffing levels to ensure that required resources/Service Levels are met on interval basis.
- Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage VTO/overtime/skill changes) to maximize productivity.
- Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures.
Customer Service Associate
Concentrix Daksh Philippines
08.2012 - 03.2014
- Provide first call resolution, while following strict procedures that meet compliance guidelines.
- Answer customer inquiries in a friendly and courteous manner.
Data Encoder
City Government of Calamba Laguna Philippines
06.2011 - 12.2011
- Analyze source documents, identify pertinent details, and capture the information into a database taking into consideration pre-defined indexing specifications for bibliographic, in-text, re-key and other coding requirements.
- Escalate any production related concerns to the Coding Manager, accordingly.
Education
Caregiving NC II -
Calamba Doctor’s College
Parian, Calamba City, Laguna01.2009
Bachelor of Science - Information Technology
AMA Computer College
Parian, Calamba City, Laguna03.2001
High School - undefined
Palo alto National High School
Palo alto Calamba City, Laguna03.2000
High School - undefined
Saint Francis of Assisi College
Calamba City, Laguna03.1998
Primary School - undefined
Sta Cecilia Catholic School
Calamba City, Laguna03.1996
Skills
- Staff development
- Scheduling expertise
- Teamwork and Collaboration
- Capacity Planning
Timeline
Workforce Manager
VXI Global Solutions
06.2023 - Current
Workforce Supervisor
VXI Global Solutions
08.2021 - 06.2023
Workforce Planning & Delivery Supervisor
Concentrix Daksh Philippines
09.2019 - 08.2021
Workforce Scheduler
Concentrix Daksh Philippines
11.2016 - 09.2019
Workforce Real Time Analyst
Concentrix Daksh Philippines
03.2014 - 10.2016
Customer Service Associate
Concentrix Daksh Philippines
08.2012 - 03.2014
Data Encoder
City Government of Calamba Laguna Philippines
06.2011 - 12.2011
Bachelor of Science - Information Technology
AMA Computer College
High School - undefined
Palo alto National High School
High School - undefined
Saint Francis of Assisi College
Primary School - undefined
Sta Cecilia Catholic School
Caregiving NC II -
Calamba Doctor’s College
Training
- Coaching for Coaches. Concentrix Daksh Philippines (Aug 15-16, 2019).
- Communication for Leaders. Concentrix Daksh Philippines (Jul 17, 2019).
- GROW Coaching. Concentrix Daksh Philippines (Jul 24, 2019).
- Giving STAR Feedback. Concentrix Daksh Philippines (Aug 13, 2019).
- Managing Upward. Concentrix Daksh Philippines (Jul 16, 2019).
- Personal Responsibility. Concentrix Daksh Philippines (Aug 13, 2019).
- Stress Management. Concentrix Daksh Philippines (Aug 8, 2019).
- Time Management. Concentrix Daksh Philippines (Aug 9, 2019).
- 7 Habits. VXI Global Holdings BV – Panorama Q.C (Oct 14-15 2021).
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