Nathaniel Alina
Manager, Workforce Management
San Pedro City
Summary
Workforce management professional skilled in optimizing workforce operations and enhancing productivity. Proven ability to lead teams, adapt to changing needs, and drive results through effective collaboration and strategic planning. Strong expertise in resource allocation, performance management, and conflict resolution. Known for reliability, flexibility, and focus on achieving organizational goals.
Overview
14
14
years of professional experience
Work History
Workforce Manager
Teleperformance Philippines
08.2021 - Current
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Achieved Circle of Excellence Award for turning a client's positive experience with the company's WFM Support.
- Identified FTEs needed for launching projects with different work channels and collaborated with Finance team in driving financial stability through performance and data analysis.
- Worked closely with Finance and Operations team in ensuring KPIs and financial goals are met through efficient planning and effective execution.
- Analyzed complex datasets to uncover actionable insights that informed strategic planning decisions for workforce management initiatives.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
Assistant Manager
Teleperformance Philippines
06.2019 - 08.2021
- Supervised day-to-day operations to meet performance, quality and workforce service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Workforce Management Supervisor
Teleperformance Philippines
08.2017 - 06.2019
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Analyzes call arrival vs. staffing trends to provide effective intra - day solutions and support suggestions.
- Sets individual and team goals and provides effective feedback sessions regularly to all team members.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Scheduling Analyst
Teleperformance Philippines
06.2016 - 08.2017
- Negotiated with department managers to balance competing priorities while maintaining overall project timelines and budget constraints.
- Enhanced team efficiency with the implementation of advanced scheduling software and tools.
- Established strong working relationships with internal clients to understand their requirements and constraints in order to create optimal schedules.
- Implemented best practices in schedule management to minimize disruptions caused by unplanned absences or emergency situations.
- Responsible for planning, creating and communication of schedules for one or multiple projects.
- Headcount tracking and Capacity Planning for assigned project/s. Forecasting headcount, call capacity, SL delivery on a regular basis.
- Identifying opportunities and suggesting ways to improve efficiency of staffing and scheduling to management.
Workforce Real Time Analyst
Teleperformance Philippines
11.2015 - 06.2016
- Acted as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
- Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepared Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Customer Service Representative
Teleperformance Philippines
07.2011 - 11.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor Of Science - Marketing Management
Polytechnic University of The Philippines
City Of San Pedro, Laguna04.2011
Skills
Excellent communication
Leadership development
Data analysis and Interpretation
Workforce Forecasting and Capacity Planning
Advanced excel and spreadsheet skills
Performance Metrics and KPI Tracking
Timeline
Workforce Manager
Teleperformance Philippines
08.2021 - Current
Assistant Manager
Teleperformance Philippines
06.2019 - 08.2021
Workforce Management Supervisor
Teleperformance Philippines
08.2017 - 06.2019
Scheduling Analyst
Teleperformance Philippines
06.2016 - 08.2017
Workforce Real Time Analyst
Teleperformance Philippines
11.2015 - 06.2016
Customer Service Representative
Teleperformance Philippines
07.2011 - 11.2015
Bachelor Of Science - Marketing Management
Polytechnic University of The Philippines
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