Patrick Ross Espiritu

Experience

• 

  Information Contacts, Corp.

  Jan 2005 - Dec 2010

  > Operations Management - day to day delivery> Customer Relationship Management> Escalations Management - VIP handling from senior management> Reputation Management of Social Media Accoutns> Corporate Social Responsiblity > Real-time management and supervision> Maintenance of service goals> Intra-day analysis of volume and re-forecast, where applicable> Executive reporting and analysis

  • Program Manager

    May 2010 - Dec 2010

  • Workforce Supervisor

    Jan 2005 - Apr 2010
• 

  IBM Global Process Services

  Jan 2011 - Jan 2014

  Senior Workforce Manager

  My responsibility as a Senior Workforce Manager includes the following:> Invoice Review and Analysis> Creation and analysis of volume forecast, where applicable> Maintenance and review of capacity plans with various stakeholders> Review of processes where continuous improvements can be applied, translating to additional revenue and/or reduced costs.> Relationship management> Strategic planning and delivery

• 

  Concentrix

  Feb 2014 - now

  • Responsible for leading a multi-site WFM team that supports more than 3,000 FTEs spread across Manila and Bangalore.• Directly involved in performance management, overseeing WFM, Organization, Client, and Financial KPIs in a multi-site environment.• Lead work force planning, strategic planning efforts and make recommendations of workforce efficiencies and operational improvements to call center management• Evaluates WFM processes and recommends initiatives for Continuous Improvement projects.• Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.• Oversees multi-site capacity (FTEs and facilities) to ensure availability of resources, and to showcase other expansion opportunities to clients.• Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations Show less • Manage an account with more than 3000 FTEs spanning two delivery centers in the Philippines and in India.• Direct and oversee account-wide performance measurement and monitoring of operational, process and human performance and the escalation of remediation plans across all assigned areas• Evaluate call center scheduling and staffing trends to optimize cost effectiveness, operational efficiency and deliver quality service• Recommends and implements department policies and procedures• Participates in developing and implementing enhancements and new tools and methods• Direct the continuous process improvement activities of the team• Cultivate and provide industry expertise and knowledge to a range of audiences and management• Actively participate in client meetings and forums to represent the company and the account leadership.• Create and maintain both revenue and cost forecasts for the accounts, and bridge the gap between projections and actual results. Show less

  • Director

    Jun 2022 - now

  • Deputy General Manager - WFM

    Jun 2015 - May 2022

  • Senior Workforce Manager

    Feb 2014 - May 2015