Arnie Rachelle P. Go

Experience

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  Qualfon

  Jul 2010 - May 2019

  1. Generated daily, weekly, monthly, and yearly predictions for demand accuracy.2. Translate demand forecasts into accurate staffing requirements, determining the number of employees needed across various roles and time periods.3. Analyzed volumes to recommend productivity improvements.4. Delivered key recommendations to management regarding short-term and long-term strategies.5. Successfully handled global account transitions involving significant workforce.6. Provided detailed reports on forecast accuracy, highlighting areas for improvement in prediction methodologies.7. Analyzed workforce data to recognize patterns and trends.8. Generate regular and ad-hoc reports and dashboards to communicate forecasting results and staffing recommendations to management.9. Presented concise recommendations based on data analysis to relevant parties.10. Designed and upheld efficient workforce schedules aligning with service level agreements (SLAs).11. Developing and managing schedules for employees, ensuring optimal coverage and efficiency.12. Adjusting schedules based on fluctuations in demand, availability, and other factors. Show less 1. Collaborated with floor managers and operations supervisors to balance client experiences.2. Ensured hourly reporting of critical metrics including Service level, AHT, CPH, SPH and Absenteeism.3. Identify and escalate real-time performance issues and potential risks to management.4. Ensured SLAs were met through real-time adjustments to staffing levels, schedules, and resource allocation.5. Directed intraday activities including breaks, lunches, and meetings to optimize resource use.6. Implemented contingency plans during high call volumes.7. Created real-time performance dashboards for stakeholders.8. Document real-time events and actions taken to address performance issues.9. Monitor agent adherence to schedules and break times.10. Identify and report adherence violations to supervisors.11. Provide guidance and support to agents on schedule adherence.12. Achieved recognition as 'Most Outstanding Real-time Analyst'. Show less

  • Global Workforce Management - Scheduling and Forecasting Analyst

    Aug 2016 - May 2019

  • Global Workforce Management Real-Time Analyst

    Aug 2014 - Aug 2016

  • Corporate Executive Resolutions Representative

    Nov 2011 - Aug 2014

  • Technical Support Representative

    Jul 2010 - Nov 2011
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  Shearwater Health

  May 2019 - now

  Sr. Workforce Management Analyst

  1. Develop and maintain accurate short-term and long-term forecasts of contact volume, handle time, and other key performance indicators (KPIs).2. Prepares strategy for staffing needs through forecast analysis and reviews handling capacity.3. Coordinated with finance departments to align analysis with budgetary considerations.4. Developed comprehensive reports summarising analytical findings for stakeholder review.5. Presented analytical findings to senior management, influencing company-wide strategies.6. Utilised advanced Excel functions to manipulate large datasets for insightful reporting.7. Facilitated detailed discussions with Operations regarding the capacity plan.8. Ensured alignment on key assumptions and targets.9. Tracks performance against forecasts to refine monthly predictions.10. Supported creation of ad-hoc reports and execution of special projects by analyzing incoming requests. Show less