Iván Quintana

8 años de experiencia en la industria de BPO dentro del área de Workfoce (Real-Time, Reporting, Forecasting, Planning, Leadership), avalan el respaldo de conocimiento, procesos, implementaciones y experiencia para desarollarme dentro del área solicitada

WFM REAL-TIME SUPERVISOR - NOV 2021 - NOV 2022 - TELUS INTERNATIONAL

- Real-Time management, strategy alignment for Onshore TELUS LOBs

- Look for efficiencies & opportunities to generate savings to our Onshore Partners

- Ensure an adequate delivery at an Interval level

PRODUCTIVITY & EFFICIENCY SENIOR ANALYST - APR 2021 - OCT 2021 - PROMERICA

- Create and deliver Daily, Weekly, Monthly Performance Reports

- In charge of leading the WFM Department for the Contact Center (Forecasting, Resource Planning, Scheduling, Reporting, Real-Time)

- Guidance & support to improve areas of opportunities within all of the areas of the Contact Center

WFM RESOURCE PLANNING SUPERVISOR - FEB 2020 - APR 2021 - TELUS INTERNATIONAL

- Coordinate and distribute the resources of the accounts so that in an effective way we are able to meet the weekly required hours

- Ensure proper & efficient distribution through the different intervals of the day,

- Ensure that performance metrics remain within the established targets, without impacting EBIDTA's results

WFM REAL-TIME SUPERVISOR - JAN 2019 - FEB 2020 - TELUS INTERNATIONAL

- Ensure proper delivery of all the different reports needed by Operations, Workforce, and the Client

- Deliver adequate and timely visibility of the performance of the different accounts managed

- Guiding the Real-time team in building analysis to increase productivity and drive efficiencies

WFM RESOURCE CAPACITY PLANNER - APR 2017 - DEC 2018 - TELUS INTERNATIONAL

- Build short, medium and long-term projections so that an account remains in optimal conditions in terms of requirements and capacity

- Create scenarios and simulations that can impact decision-making on Hours of Operation, Service Level Targets

- Generate simulations to optimize and maximize the available resources to maintain healthy and stable staffing

- Create reports to provide visibility of the weekly and monthly performance of the different lines of business

- Provide recommendations and suggestions in regards of the forecasted call volumes to ensure adequate staffing within Operations

WFM REPORTING ANALYST - FEB 2016 - MAR 2017 - TELUS INTERNATIONAL

- Keep all reports updated, as this provides the necessary visibility for Operations

- Create and maintain Payroll, Bonuses, Billing, Performance Results reports and make sure that financial projections are always up-to-date

WFM REAL TIME ANALYST - APR 2015 - JAN 2016 - TELUS INTERNATIONAL

- Maintain order and appropriate assignments within the different skills that CSRs handle

- Provide constant visibility of the performance that is being delivered in an interval, day, week, month

- Maintain a balance in call quality and wait times

- Provide visibility through different reports, and monitor the call volume queue to ensure there is no impact on the different KPIs set

CUSTOMER SERVICE REPRESENTATIVE - DEC 2014 - MAR 2015 - TELUS INTERNATIONAL

- Provide Customer Service support through incoming calls to customers located in USA

IMPORT AGENT - JAN 2014 - AUG 2014 - CRELOSA

- Import CCTV and Radiocommunication products, keeping an aligned plan with the Sales Department to maintain a proper stock of resources

RADIOCOMMUNICATION TECHNICIAN/PROGRAMMER - DEC 2012 - DEC 2013

- In charge of fixing and programming radiocommunication equipment with VHF, UFH, 800MHz frequencies

SYSTEMS ENGINEERING - UNIVERSIDAD MARIANO GALVEZ - 2013 - 2016

INDUSTRIAL BACHELOR & EXPERT IN ELECTRONICS COLEGIO VALVERDE - 2010 - 2012