Manuel Rojas Lozano
Summary
Driven by a passion for enhancing operational efficiency, I leveraged my expertise in Workforce Management and Data Analysis at 247.ai to significantly improve the planning, forecasting, scheduling to satisfied client requirements. My proactive approach in utilizing Microsoft Excel, Aspect, IEX for in-depth data research and report generation led to the development of innovative strategies, ensuring optimal staffing levels and a marked increase in LOB efficiency,
Overview
7
7
years of professional experience
Work History
WFM Lead
247.ai
04.2021 - Current
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours achieving the 100% of the HTF required.
- Implemented techniques based on the current trend of the campaign maximizing the billing time and minimizing the operational costs in a 10%.
- Conducted regular audits in client raw data to identified new data in order to create a new report to give operations manager the current trend of the LOB, in terms of critical metrics grating the WFM data integrity and accuracy.
- Increase the efficiency of the LOB with a proactive real time management assigning the offline activities during low peak hours also identifying VTO opportunities to reduce the operational costs in a 15 - 20 heads per day due to invoicing model.
- Drove continuous improvement efforts within the WFM team, identifying implementing best practices to achieve the client requirements and possibles risks.
- Collected and analyzed information to monitor compliance, and build new reports using Power Bi, Power Query and Power Pivots getting outcomes and identify and address trends of non-compliant behavior.
Real Time Analyst
247.ai
09.2019 - 04.2021
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Provided ongoing training to staff members, driving skill development and boosting overall team performance.
- Reduced average handle time in 30 seg through strategic scheduling and effective utilization of resources.
- Conducted weekly regular audits of workforce management tools, ensuring accurate data input and system integrity.
- Schedule proper break and lunch assignment to ensure the staffing accuracy.
- Monitoring the real time tools to identified agents behaviors and identify offline activities opportunities.
Data Marshall
El Espectador
09.2017 - 01.2019
- ETL to upload data in call system.
- Clean data bases to get proper contact numbers to be reviewed from manager.
- Download Information from system after campaigns drop to build new database.
Education
Course Data Analyst - Data Analyst
Coder House
Argentina06.2024
Bachelor of Science - Environmental Science
University of America
Bogotá, Colombia04.2017
Oil Engineer - Engineering Mechanics
America University
Bogotá04.2016
Skills
- Forecasting Accuracy
- Workforce Management
- Capacity Planning
- Report Generation
- Data Collection & Research
- Microsoft Excel
- Data Analysis
- Analyzing patterns
- KPI Monitoring
- Compiling Data
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
WFM Lead
247.ai
04.2021 - Current
Real Time Analyst
247.ai
09.2019 - 04.2021
Data Marshall
El Espectador
09.2017 - 01.2019
Course Data Analyst - Data Analyst
Coder House
Bachelor of Science - Environmental Science
University of America
Oil Engineer - Engineering Mechanics
America University
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