Mark Joseph Rivo

Senior Workforce/MIS & Operations Consultant
• Oversee multiple programs’ cost structures, billing models, and financial analysis.
• Identify cost-saving opportunities and revenue leakages.
• Lead workforce planning, real-time queue management, and resource allocation.
• Mobilize new programs and support Project Management Office (PMO) functions.
• Drive operational transformation and process innovation.

• Managed WFM and MIS teams, optimizing cost structures and service models.
• Delivered service-level agreements (SLA) while reducing operational expenses.
• Led WFM strategy, innovation, and cross-geography reporting.
• Built and maintained high-level client relationships.

• Optimized schedules, forecasts and other tools to present to management.
• Managed real-time inbound call traffic across multiple contact center locations.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Spearheaded the development of new workforce policies, resulting in increased employee engagement and retention rates.
• Managed employee schedules, ensuring adequate coverage for all shifts while minimizing labor expenses.
• Implemented performance metrics to assess staff productivity, identifying areas for improvement and recommending targeted solutions.
• Enhanced workforce efficiency by developing and implementing strategic staffing plans.
• Streamlined scheduling processes for improved employee satisfaction and reduced turnover.
• Mentored junior team members, providing guidance and support to enhance their career progression.
• Set clear team goals and delegated tasks and set deadlines.

• Optimized workforce scheduling by analyzing data trends and making strategic recommendations.
• Improved forecast accuracy through the implementation of advanced statistical modeling techniques for demand forecasting and capacity planning purposes.
• Implemented real-time monitoring tools to track team performance against established benchmarks, ensuring timely corrective actions were taken when necessary.
• Streamlined workforce management processes, implementing efficient systems for tracking productivity and performance.
• Conducted regular reviews of workload distribution among teams, ensuring balanced allocation of resources across the organization.
• Developed customized reports for various departments, enhancing their ability to make data-informed decisions related to staffing needs.

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Optimized schedules, forecasts and other tools to present to management.
• Managed real-time inbound call traffic across multiple contact center locations.
• Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.

• Reviewed workload distribution across multiple lines of businesses
• Manage critical vs non critical, backlog management
• Evaluated new technologies for potential implementation into existing workflows, increasing the effectiveness of current systems.

• Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
• Resolved complex technical issues for clients, enhancing overall system performance.
• Offered remote support for web-based clients via phone, email, and chat.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Improved customer satisfaction by providing timely and accurate technical support to end users.