Aeron Canlas

Experience

• 

  Sofitel

  Aug 2011 - Jul 2014

  Rooms Coordinator
• 

  SPi Global Financial

  Jun 2014 - May 2015

  Customer Service Specialist
• 

  Convergys

  Jul 2015 - Aug 2017

  Intraday Coordinator
• 

  Sutherland

  Oct 2017 - now

  ▪ Analyzed day-to-day scheduling based on requirements to determine workforce needed to meet fluctuating volumes and staffing demand▪ Identifying areas of opportunity, implementing innovative scheduling solutions to maximize efficiency▪ Produce daily/weekly work schedules for the Contact Center; create new hire schedules; run shift postings and shift bids as needed▪ Monitor coverage and service level achievement of agent groups; Make recommendations to management for short and long-term scheduling needs and adjustment▪ Conduct a weekly scheduling call with service delivery to ensure service level attainment▪ Review projected performance, make recommendations for over or under time; allocate and post to agents; monitor fill rates of over and under time▪ Forecasting, Capacity and Planning▪ Serves as back-up for Capacity Planner (Planning, Last week performance, hiring planning etc.) Show less

  • Senior Associate Manager

    Apr 2023 - now

  • Resource Planner

    Jan 2020 - May 2023

  • Associate Manager, Workforce Planning

    Jan 2020 - May 2023

  • Scheduler

    Oct 2017 - Jan 2020