Experience

• 

  Runway international

  May 2015 - Oct 2015

  Resource management analyst

  • Hired as part-time on temporary contract.• Supporting the local Resource Management team.• Handling of daily reports, including compiling and analyzingdata using internally built KPIs.• Monthly scheduling for 20+ projects and 600+ employeesacross 5 countries.• Handling shared inbox by answering and processing e-mailsfrom company employees regarding schedule changes andvacation planning.• Handling annual holiday planning for 600+ employees.

• 

  Runway > your outsourcing partner

  May 2016 - Dec 2018

  Promoted to newly created Supervisor role from February 2017.Taking the role as point of contact for all Resource/Workforce Management related topics.• Handling of monthly and half-year forecasts for differentlanguage and skills teams.• Creating staffing recruitment needs predictions for HRdepartment.• Compiling multiple daily and weekly reports, using internallybuilt KPI tools, analyzing the results and identifying areas ofimprovement.• Ensuring timely and correct publishing of monthly schedules for900+ employees across 9 offices.• Creating an internal evaluation/scoring system for ResourceManagement team of 6 other analysts in 3 offices, used formonthly and quarterly bonuses.• Taking lead and participating in regular meetings with ProjectManagers and Senior Team Leaders.• Handling training and coachings for new hires.• Taking lead in piloting automated scheduling process inStafflogic, by having regular contact and testing sessions withsystem providers.• Initiating and performing quarterly meetings with CS teamsacross 9 offices.• Helping to pilot and participate in trainings for newly createdReal Time Analyst role, as an extension of WFM team, aimed atsupporting company’s biggest client – Norwegian Air Shuttle. Show less • Collecting and analyzing call/chat/e-mail data.• Compiling multiple daily and weekly reports, using internallybuilt KPI tools, analyzing the results and identifying areas ofimprovement.• Supporting Team Manager in creating monthly and half-yearforecast processes.• Compiling monthly schedules for 800+ employees across 11offices in 5 countries, by adhering to local legislations, fulfillingclient’s expectation regarding SLA, AHT, Occupancy and otherkey factors, while considering personal requests from CS team.• Handling shared inbox regarding schedule changes andauthorizing updates to schedules and vacation timeplan.• Taking the lead in creating internal manuals regardingResource/Workfoce Management processes.• Point of contact for 9 projects across the company andorganizing regular meetings with project leads. Show less

  • Resource Management Supervisor

    Feb 2017 - Dec 2018

  • Resource Management Analyst

    May 2016 - Feb 2017
• 

  Webhelp

  Jan 2019 - Apr 2020

  Workforce management analyst

  Internal transfer from Tallinn to one of company’s Spanishoffices, located in Alicante, Spain.Taking the role of lead analyst and main contact forWorkforce Management related topics on site for more than120 employees.• Training and supporting of WFM team of 7 other analysts inhandling forecasting and recruitment calculations for differentskills and language teams.• Continuing and developing the process of handling themonthly call volume forecasts for multiple projects andlanguages.• Handling of internal WFM shared inbox, processing andauthorizing schedule changes and annual vacations.• Point of contact for newly obtained client of 100+ employeesacross two Spanish offices.• Initiating and performing quarterly meetings with CS teams onsite, sharing team’s processes and collecting schedulingfeedback directly from staff for future improvements in internalprocesses.• Handling New Hire trainings and coaching sessions.• Responsible for handling any internal support issues regardingWFM scheduling and data collecting tool - Stafflogic.• Sizing calculations for potential new clients, by supporting ourother Webhelp WFM team in Barcelona office. Show less

• 

  Wise

  Apr 2020 - now

  • Global WFM Lead - FinCrime

    Oct 2022 - now

  • Workforce Management Regional Lead

    Oct 2021 - Oct 2022

  • Senior Workforce Management Specialist

    Oct 2020 - Oct 2021

  • Workforce Management Specialist

    Apr 2020 - Oct 2020