John Rowe Luces

Experience

• 

  Concentrix

  Jun 2018 - Jan 2021

  Chat Support Representative
• 

  Teleperformance

  Apr 2021 - now

  Support management with all necessary information, planning models and scenarios to facilitate the decision-making process. DeliveryAssist and support implementation of all new projects.Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing. DesignAnalysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.Perform a weekly/monthly capacity plan for all accounts that supporting operational management for taking the proper decisions. OutcomesWorkforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level.Maintain Operation headcount and headcount related issuesControl leaves balance and reserve annual leaves for CSRs.Track, maintain, and document attendance, leaves, and absenteeism of CSRsCommunicationReport on absenteeism and attrition figures of OperationUpdate HR and finance with attendance, absenteeism, and OvertimeAlign with all management levels in case of expected events, or potential crises.Other duties assigned. Show less

  • Workforce Management Real Time Analyst

    Jun 2022 - now

  • Customer Service Representative

    Apr 2021 - May 2022