Jose Osorio

Experience

• 

  Sykes Enterprises, Inc.

  Feb 2007 - Nov 2020

  o Create Quarterly, Yearly budget based on financial and productivity historical Data in order to comply with monthly financial targets.o Create Efficiency plans in order to reduce cost (when necessary) or increase productivity to gain more revenue and assure that we reach our GP target at the end of the year or above targeto Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.o Plan, structure, organize and deliver workforce management Strategies for the Company.o Provide information to the people interested in extensions, different queues, network numbers and names, and information with respect to the productivity.o Work closely with the Global Staffing and Resource Analyst and WFM Supervisor to assure all assigned accounts have proper staffing.o Ensure that WFM Specialist follow company standards and Service Delivery Unit goals.o Develop core competencies of WFM Specialist through effective coaching.o Set an appropriate example for employees in attendance, fairness, enthusiasm, attitude, loyalty, appearance, honesty, and integrity on a daily basis Show less This position is responsible for developing and managing easily understood client ramp up plans and forecasts by analyzing trends, modeling AHT, attrition, scheduling scenarios, and interpreting current and future client needs and communicating them as needed. Exhibits full knowledge and usage of Workforce Management tools and processes to provide the most successful solutions for resource planning and scheduling. Create, manage and analyze any and all reports needed to guarantee a successful long term plan. Show less This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. Under minimal supervision, collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations, and participate in the analysis and interpretation of data as appropriate. Generate/develop and maintain reports/systems to ensure Service Level Agreement. Also, to deliver accurate and reliable on time Scheduling reports, internal. Show less

  • Workforce Management Supervisor

    Jul 2015 - Nov 2020

  • Workforce Management Analyst

    Jan 2015 - Jul 2015

  • Workforce Management Specialist

    Jan 2012 - Dec 2014

  • Telesales Agent

    Feb 2007 - Dec 2011
• 

  TELUS International

  Nov 2020 - Mar 2025

  • Sr Manager Workforce Management

    Jan 2022 - Mar 2025

  • Manager Workforce Management

    Nov 2020 - Jan 2022