Reinigen Casilagan

• Led complex end-to-end workforce management strategies for the NORAMEU region, encompassing ~1800 agents and 7 major accounts, ensuring operational service stability and readiness for peaks and new program launches.
• Collaborated with senior business leaders and clients, integrating staffing strategies with long-term operational sufficiency and capacity improvement targets through data-centric trend analysis.
• Advised on Statement of Work (SOW) definitions for accurate tracking and calculation of daily, weekly, and monthly SLAs, ensuring baseline targets were achievable and aligned with business rules.
• Spearheaded innovative staffing models (universal agents, omni-channel) to enhance employee schedule optimization and maximize seat allocation while adhering to budget constraints.
• Partnered with finance to provide capacity recommendations that informed budget and revenue projections, contributing to annual efficiency targets.

INTOUCHCX - Senior Manager, Workforce NORAM-EU

Cubao Quezon City, Philippines • 04/2024 - 03/2025

• Championed WFM transformation projects, identifying trends and streamlining reporting, forecasting, capacity planning, and scheduling frameworks to enhance department service delivery.
• Developed and implemented calibrated performance reports, outlooks, and playbooks, significantly enhancing visibility of daily, weekly, and monthly SLA performance for proactive management.
• Functioned as essential point of contact for incident management and BCP, partnering with Operations to implement staffing mitigations, mitigate risk, and ensure business continuity impacting the department.
• Directed 2025 initiatives focusing on centralized KPI reporting, account footprint mapping, and development, ensuring team alignment with overall Group strategy and macro-trends. (Addresses central reporting, KPIs, and alignment to Group strategy).

• Strategic lead architecting the Workforce Management framework and governance for gUP (Google User Products) and DSCC (Device & Service Customer Care) clusters, overseeing 24 core products across 35 global sites and 14 vendor partners.
• Led comprehensive capacity planning for the operational launch of DSCC Hive in Hyderabad, facilitating regional infrastructure development essential for global service scaling. Supported real time management and KPIs/Metric reporting and analytics.
• Collaborated with the Central WF, Vendor Management Office (VMO) and cross-functional teams to ensure operational service stability and readiness for the global launch of 5 Google Pixel devices over a 4-year span.
• Championed operational transformation (Project Isa) by redefining forecasting models and optimizing billable requirements and lock cycles in collaboration with Vendor Management and Google Analytics teams.
• Monitors department performance through raw data for real-time operations spanning 809 phone queues and 773 chat/email pools in 73 languages; managed intraday activities by providing strategic context and tiered response protocols for decentralized execution.
• Proactively identified staffing risks and assessed financial/non-financial risk by developing a resource planning framework that decreased forecast-to-billing cycles by >2 business days.
• Partnered with Process Excellence (PEX) Team to elevate the Hive's operational maturity, attaining ~15% growth via value stream mapping and FMEA by proactively pinpointing and resolving bottlenecks on existing WFM processes.
• Standardized Hive Capacity Analysis across high-impact clusters (YouTube, Cloud, GOC Captive), leveraging a data-informed approach to maximize FTE efficiency and resource utilization across the Hive Workflow hub.

• Directed the ground-up establishment of a dedicated WFM department for a high-priority global account, designing the foundational WFM processes and reports required to support a successful operational start-up.
• Led comprehensive end-to-end WFM management, providing robust governance for forecasting, capacity planning, scheduling, and intraday activities to ensure operational targets are met and risks are mitigated.
• Championed the COVID-19 pandemic operational response, partnering with Operations to design incident management and BCP frameworks, optimizing headcount allocation that ensured employee safety, client needs, and business continuity.
• Monitored department performance through dashboards and raw data (Volume, AHT, SLA), providing stakeholders with accurate daily, weekly, and monthly reporting visibility required for proactive operational adjustments.
• Provided recommendations for capacity improvements by engineering a specialized "Call Containment" reporting suite (via TEX Community), contributing to annual efficiency targets by removing workflow bottlenecks for front-line teams.
• Advised internal and external stakeholders on WFM capabilities in an open and transparent manner, ensuring tactical execution aligned with broader client expectations and overall organization strategy.
• Sustained common workforce management tasks and governance by establishing structured frameworks for tracking headcount, attrition, and absenteeism, delivering the data-centric insights needed for effective capacity planning.

• Managed a high-complexity portfolio across 3 major accounts and 20+ lines of business (Phone, Chat, Back-Office); applied strategic resource management approach as aligned the various billing models and main KPIs of each account.
• Led end-to-end WFM operations, coordinating long-term capacity planning, scheduling, reporting and real-time execution to maintain service stability across a multi-region footprint (Philippines and North America).
• Functioned as main WFM lead for critical incidents and business continuity planning (BCP) by facilitating executive and client communications to reduce impact during service disruptions.
• Collaborated with TalkTalk Service Delivery Team (client command center) to synchronize global coverage and ensure continuity during high-impact events and volume surges.

TRANSCOM - Workforce Management Supervisor

Iloilo City, Philippines • 05/2013 - 06/2014

• Designed and implemented a Standardized WFM Action Matrix, equipping RTAs with tiered response protocols to drive independent, fast-paced decision-making.
• Enhanced real-time governance with dynamic re-forecasting and performance projections, providing the proactive visibility required for SLA and KPI recovery.
• Enforced high standards for departmental reporting outputs, ensuring that executive-ready insights were accurate and delivered timely with the necessary context for strategic reviews and defined "call to action" to address any staffing, adherence, AHT or Agent behavior challenges.
• Built a high-performing tactical team through structured coaching, focusing on WFM fundamentals and the broader business impact of operational decisions.

• Established operational foundations by designing and implementing comprehensive training programs in Real-time Management, Planning and Scheduling to ensure consistent expertise across organization. Trained over 12 Waves of new WFM new hires.
• Facilitated foundational onboarding processes for agents, support and operations leadership to align them with the key concepts of Call Center Fundamentals and the role of WFM team.
• Created foundational library of WFM documentation that integrates SOPs and curricula, promoting a sustainable and standardized framework for workforce fundamentals across 8 TTEC sites in the Philippines.
• Monitored post-training application on the floor, partnering with WFM Leaders to address learning gaps and ensure the effective execution of WFM strategies.

TELETECH - Workforce Management Scheduler

Iloilo City, Philippines • 12/2009 - 08/2011

• Specialized in workforce planning by developing forecast-driven schedules using Aspect eWFM; provided data-backed staffing recommendations to ensure operational readiness across 3 sites and 2 major LOBs.
• Analyzed historical performance data and volume trends to align scheduling strategies with service level goals, maintaining a balance between efficiency and employee experience.

TELETECH - Workforce Management Real Time Analyst

Iloilo City, Philippines • 07/2008 - 12/2009

• Managed real-time operations by monitoring agent adherence and volume trends; empowered to make immediate mitigation decisions to stabilize service levels during intraday surges.
• Generated daily performance reports and support tickets, providing the necessary visibility for leadership to understand and react to real-time staffing challenges.

TELETECH - Customer Service Representative

Iloilo City, Philippines • 01/2008 - 07/2008

• Resolved complex customer account inquiries and billing disputes, focusing on high-quality service delivery and technical troubleshooting. Provided front-line technical support for basic system troubleshooting, ensuring a seamless user experience through proactive problem-solving.