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Wilson
Workforce Manager
Contato
Competências
Applied workforce planning, scheduling, and optimization to improve staffing and operational outcomes.
Utilized Power BI, Excel, and SQL for KPI reporting, real-time analysis, and decision support.
Developed predictive models and schedules aligning staffing needs with call volume forecasts.
Led, trained, and supported teams and junior analysts to ensure process adherence and skill development.
Collaborated across departments to streamline processes and communicate insights effectively.
Formação acadêmica
Resumo
Specializing in workforce planning, data analysis, and team leadership, I have a proven track record of improving operational efficiency and delivering strategic insights using advanced analytics tools. I excel in cross-functional collaboration and implementing process improvements to meet...
Principais conquistas
- Led workforce planning and optimization initiatives at Onepark Financial to enhance operational efficiency.
- Developed and deployed forecasting models using Excel and SQL, improving call volume predictions and staffing accuracy.
- Supervised scheduling and real-time management for customer support teams at Acquire, boosting operational adherence and efficiency.
Experiência
Workforce Manager
Lead workforce planning and optimization initiatives to align staffing with operational needs., Utilize Power BI and Excel dashboards to present KPIs and business insights to executive leadership., Implement real-time data analysis to improve service delivery and reduce staffing gaps.
Workforce Analyst
Developed forecasting models using Excel and SQL to predict call volumes and staffing requirements., Created daily, weekly, and monthly reports to support operations and improve decision-making., Collaborated cross-functionally with operations, HR, Marketing, Accounting , Product, and IT to...
Workforce Supervisor
Supervised scheduling, intraday management, and real-time adherence for customer support teams., Supported implementation of process improvements that increased operational efficiency., Trained junior analysts on WFM tools and reporting standards.