Mark Jayson Lopez

Experience

• 

  Sitel Group

  Mar 2018 - Nov 2019

  Real Time Analyst
• 

  Dnata

  Nov 2019 - now

  • Developed and maintained workforce capacity plans, utilizing historical data, industry trends, and business forecasts to accurately forecast staffing requirements across multiple departments and locations.• Conducted in-depth analysis of historical call volumes, ticket sales, and customer booking patterns to identify seasonal trends and fluctuations, enabling proactive staffing adjustments and optimization of resources.• Collaborated closely with department managers, HR, and recruitment teams to align workforce plans with business needs, ensuring adequate staffing levels to meet service level targets and customer demands.• Created and maintained comprehensive scheduling templates, considering factors such as employee availability, skill sets, and business priorities, while adhering to labor laws and regulations.• Monitored real-time contact center metrics and performance data to identify areas of improvement, optimize staffing levels, and make data-driven recommendations for process enhancements.• Utilized workforce management software to generate accurate forecasts, track staffing adherence, and optimize shift assignments, resulting in improved scheduling accuracy and resource utilization.• Developed and delivered regular reports and presentations to senior management, providing insights on workforce performance, capacity utilization, and forecasting accuracy. Show less • Collaborated with cross-functional teams to define project scope, objectives, and deliverables, ensuring alignment with organizational goals and client expectations.• Developed and maintained project schedules, work breakdown structures, and resource allocation plans, effectively managing project timelines and ensuring efficient utilization of resources.• Monitored project progress, tracked key performance indicators, and prepared regular status reports, providing timely updates to stakeholders and senior management.• Utilized project management software and tools to facilitate effective communication, streamline project documentation, and improve collaboration across project teams.• Conducted data analysis and generated insightful reports using advanced analytical techniques, contributing to data-driven decision-making and strategic planning.• Worked closely with stakeholders to gather requirements, analyze business needs, and translate them into actionable project plans, ensuring alignment between IT solutions and organizational objectives. Show less • Monitored real-time contact center performance, ensuring optimal staffing levels, adherence to schedules, and achievement of service level targets to deliver exceptional customer service.• Managed intraday workforce scheduling adjustments, including break and lunch schedule modifications, shift changes, and reallocation of resources based on changing call volume patterns.• Proactively identified and addressed staffing gaps or surpluses, collaborating with workforce planners and schedulers to implement effective solutions in real-time, minimizing service disruptions.• Communicated real-time updates, performance trends, and operational insights to contact center supervisors and managers, facilitating informed decision-making and proactive response to changing conditions.• Assisted in the development and implementation of workforce management policies, procedures, and best practices, contributing to the overall effectiveness and efficiency of the contact center operations. Show less

  • Resource Planning Officer

    Dec 2021 - now

  • Project Management Officer

    Jul 2020 - Dec 2021

  • Real Time Analyst

    Nov 2019 - Jul 2020