Lyster Ian Sequihod
Metro Manila
Summary
- COPC Certified Professional Manager - Workforce Management. Extensive 18 years of Workforce Management (Capacity Planning, Scheduling and Real-time Monitoring) experience.
- Lean Six Sigma Yellow Belt Certified - working on my Lean Six Sigma Green Belt Certification.
- Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager Workforce Management
Startek
11.2024 - Current
- Managing Call Management Systems and resources responsible for monitoring, tracking, and producing effective call center forecasts, schedules, analysis as well as key operational reports to ensure achievement of operating objectives.
- Highly organized, efficient, and able to think critically and prioritize task during tight timelines.
- Able to see the natural flow of events and act without needing step-by-step instructions, which will help the company an enormous amount of time and streamlined the company/team as whole.
- Drove in identifying, analyzing, and improving existing business processes to optimize performance, meet best practice standards or simply improve quality and the user experience for stakeholders and client partners at cost efficient method.
- Working Tools Experience: NICE WFM, Verint 360, eWFM, Service Now, Oracle, and Kronos
WFM Supervisor - Process Implementation
Dexcom
06.2024 - 11.2024
- Leading a team of workforce professional supporting multiple sites and transaction types. Coach, train and develop current and next generation WFM professional for Dexcom.
- Process Implementation, Real-time monitoring and managing activities to support service level targets of our Technical Support team.
- Streamline existing and new WFM and Operations process improvement.
- Conduct root cause analysis of end of day performance providing S.M.A.R.T. action plans and resolution.
- Produce and analyze historical reports in a daily, weekly, monthly, quarterly, and annual basis to stakeholders and Dexcom Leadership Team.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Lead and will act as a key liaison for TS or Patient Outage Management.
Workforce Manager
Transcom
04.2023 - 06.2024
- Overview of Job Responsibilities: The Workforce Manager produces historical reports, interpret what they say, normalize the data, organize it, and store it. Using that history, generate and actual forecast showing volume, handle time and required staff using specific service goals. A micro-forecast (intraday) and a macro-forecast (monthly, annually, etc.) will be necessary. Create schedules from the forecast that are compliant with the company’s policy and are accepted by the agents who must work them. Drive real-time performance and manage BTP and Operational expense.
- Function Specific:
- - Responsible for analyzing, tracking and reporting budgetary performance to the Senior Director and Operations Mangers on a monthly basis. Provide staffing forecasts, post mortem, and turnover projects for annual budgets.
- - Create various informational reports for Human Resources, Account Services, and other departments
- - Manage the demands of a high-volume inbound Call/Contact center including overseeing and actively participating in the real-time, scheduling, Service Now ticketing and workforce management functions
- Leadership and Management:
- - Adopt and develop a management style of engagement, professionalism, and openness.
- - Develop and communicate a clear vision of the business goals to drive results.
- - Build relationships with employees; establish rapport, trust, and credibility
- - Evaluate and develop team members to align capabilities with roles business development.
- - Maintain clarity of and communicate the company’s vision and values
- - Facilitate communication and collaboration within the function and across the company
- - Actively monitor and improve employee commitment, using the company’s employee survey tools and insights.
Workforce Management Lead
TDCX
04.2021 - 04.2023
- Ensure the professional development of each of the workforce specialists.
- Determine appropriate staffing levels and Service Now ticketing Occupancy to meet performance goals. Manage the scheduling of agents across various LOBs serving multiple markets 24x7.
- Analyze performance data to identify opportunities to operate more effectively and efficiently.
- Employee maintenance, adding and removing new hires and leavers from employee database.
- Consolidates and summarizes data from different metrics such as Production Absenteeism, Adherence, Exceptions, AHT and Intraday Performance
- Real-time monitoring Agents on Queue, Training, Not Ready and Key Performance Indicators
- Ensure that agents Skill were correct per the skill plan and agent group, movement of agents to messaging depends on the ticket counts on the mailboxes.
- Performs real time analysis of business data to solve operational problems and identify improvement opportunities.
- Create and analyze statistical reports on centers results to provide recommendations(Post mortem), trending documentation to each LOB’s.
Workforce Management Analyst
TDCX
07.2019 - 04.2021
- Responsible for Real-time Monitoring on All Sites (Cebu and Manila). Spot offenders and issues then inform their respective POC’s Contact Center’s, so they can resolve these issues within a certain amount of urgency. Consolidate the list of offenders with the summary of the resolution taken and including the person accountable and send report Realtime. Make sure Schedule Adherence will be followed by the Support Ambassadors.
- Consolidates and summarizes data from different metrics such as Absenteeism, Adherence, Exceptions, AHT and Intraday Performance
- Real-time monitoring Agents on Queue, Training, Not Ready and Key Performance Indicators
- Ensure that agents Skill were correct per the skill plan and agent group, movement of agents to messaging depends on the ticket counts on the mailboxes.
- Performs real time analysis of business data to solve operational problems and identify improvement opportunities.
- Create and analyze statistical reports on centers results to provide recommendations, trending documentation to each LOB’s.
Sr. Capacity and Planning Specialist
TeleTech Philippines
05.2016 - 07.2019
- Responsible for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall workflow. They assist in the development and leadership of the WFM team.
- Improve efficiency and accuracy of business process; create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations.
- Analyze call volumes, call patterns, call trends, AHT patterns and staff productivity for assigned LOB; use the information to build, coordinate, and accurately maintain employee schedules (short term and long term). Facilitate scheduling strategies and initiatives to enable the business to achieve its objectives. Ensure ongoing and clear communication between operations and client teams. Manage staff to volumes and adjust accordingly.
- Respond to all customer (internal/external) requests within the established time frames. Correspond with employees; adjust schedules where appropriate; communicate daily with Managers and Team Leads regarding schedules; this includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Maintain a positive, respectful and caring attitude when working with others.
Workforce Management Specialist
TeleTech Philippines
09.2014 - 05.2016
- Responsible for Real-time Monitoring. Consolidates and summarizes data from different metrics such as Absenteeism, Adherence, Exceptions, AHT and Intraday Performance
- Real-time monitoring Agents on Queue, Training, Not Ready and Key Performance Indicators
- Ensure that agents Skill were correct per the skill plan and agent group
- Performs real time analysis of business data to solve operational problems and identify improvement opportunities
- Create and analyze statistical reports on centers results to provide recommendations, trending documentation to each LOB’s
Center Staff Management - Global WFM
Qualfon
12.2007 - 09.2014
Education
BS ECE - Electrical and Electronics Engineering
University of San Carlos
01.2010
Skills
- Workforce Management
- Staff training and development
- Team leadership
Certification
- COPC Inc. Mastering Workforce Management Training - Certified Professional Manager - 2022
- Lean Six Sigma Yellow Belt Certified - Ateneo de Manila University Graduate School of Business - September 21 & 22, 2023
Timeline
Manager Workforce Management
Startek
11.2024 - Current
WFM Supervisor - Process Implementation
Dexcom
06.2024 - 11.2024
Workforce Manager
Transcom
04.2023 - 06.2024
Workforce Management Lead
TDCX
04.2021 - 04.2023
Workforce Management Analyst
TDCX
07.2019 - 04.2021
Sr. Capacity and Planning Specialist
TeleTech Philippines
05.2016 - 07.2019
Workforce Management Specialist
TeleTech Philippines
09.2014 - 05.2016
Center Staff Management - Global WFM
Qualfon
12.2007 - 09.2014
BS ECE - Electrical and Electronics Engineering
University of San Carlos
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