Maria Rosario "Maru" Sicat

• Oversee daily operations by managing staffing levels, delegating tasks, and ensuring efficient workflow during peak hours.
• Monitor timekeeping and attendance to maintain labor efficiency and ensure compliance with company policies.
• Lead and motivate crew members to consistently deliver exceptional customer service while upholding brand standards.
• Prepare and submit comprehensive shift reports to senior management, highlighting key achievements and operational insights.
• Analyze day-to-day metrics, including sales performance and labor costs, to support strategic planning and improve profitability.
• Collaborate in decision-making to enhance the overall guest experience and drive continuous service improvements.
• Train and support fellow managers in using restaurant software tools and features effectively.
• Assist in the planning and implementation of technology initiatives and operational projects at the restaurant level.

• Support multiple Canada-based programs including Sephora, Nike, Walmart, Maple Leaf Foods, and Canada Bread, ensuring seamless coordination and operational efficiency.
• Plan and schedule agent shifts, trainings, offline activities, and leave requests on a rolling four-week basis to ensure adequate coverage and resource optimization.
• Conduct weekly alignment meetings with Canada-based operations teams to review program performance and recommend actionable improvements.
• Prepare and send bi-hourly Interval Performance Dashboard Reports to stakeholders to monitor real-time metrics and service level adherence.
• Generate and maintain daily and weekly operational databases using tools such as Enterprise, Salesforce, Tableau, Excel, and Amazon Connect for comprehensive call performance analysis.
• Collaborate cross-functionally with departments to ensure alignment on business goals and process implementation.
• Upload employee data and manage scheduling configurations in Aspect (eWFM), including onboarding of new hires and trainee groups.
• Process agent terminations, status changes, and other workforce updates in the Aspect workforce management tool.
• Monitor and manage daily agent tagging and scheduling activities in Aspect to ensure accuracy and compliance with operational standards.

• Conduct weekly engagement meetings with operations teams to address concerns, align goals, and ensure seamless collaboration.
• Manage the schedule of Junior Specialists to ensure consistent shift coverage and operational readiness.
• Design and maintain standardized reporting templates tailored to the operational needs of each account.
• Provide in-depth analysis and strategic recommendations to improve account performance and service delivery.
• Lead RTA (Real-Time Analyst) sessions with operations teams to reinforce best practices and production floor protocols.
• Monitor agent activities and queue performance using tools such as:
  IEX
  Avaya CMS
  eWFM
• Send bi-hourly and hourly intraday reports for all managed accounts to provide real-time visibility into service levels and performance metrics.
• Develop and communicate game plans to help operations meet Service Level (SL) targets, including contingency strategies during critical periods.
• Participate in weekly operations meetings to review performance challenges and propose solutions for improving SL and line adherence.
• Report outages and system issues impacting account performance, initiate client bridges, and coordinate with relevant departments for resolution.
• Create and deploy performance-tracking templates to ensure timely delivery of critical operational insights.

Workforce Planning and Real-Time Monitoring

• Manage daily schedules and staffing to ensure optimal resource allocation and consistent service delivery.
• Track agent schedule adherence and attendance to maintain workforce efficiency and compliance.
• Monitor intra-day variations at regular intervals (e.g., every 30 minutes or hourly) to proactively address staffing gaps and workload fluctuations.

Reporting and Performance Analysis

• Collect, process, and analyze operational data to generate comprehensive reports on resource utilization and account performance.
• Deliver actionable insights and strategic recommendations to key stakeholders, including account owners and department heads.
• Collaborate with cross-functional teams to develop and implement plans that improve workforce utilization, boost productivity, enhance revenue generation, and reduce operational costs.

• Establish standardized time benchmarks for each process and operation to ensure consistency and efficiency in production workflows.
• Conduct comprehensive time-and-motion studies to evaluate operational efficiency and identify areas for process optimization.
• Prepare detailed process flow timesheets for each product model, mapping out individual steps and cycle times.
• Perform in-depth analysis of each process or operation to support continuous improvement and productivity gains.
• Calculate product costs based on standard time allocations per process/operation, ensuring alignment with production targets and cost control measures.