- Create, update, and modify reports for the account as required by management. - Present daily updates of all KPIs for all agents and supervisors of the account. - Update reports for the daily volume and agent statuses. - Present alerts of the day-to-day account. - Create scorecards for the agents and supervisors. - Create, update, and modify the Financial Efficiency report at the supervisor level and agent level, showing financial efficiency and operation efficiency, as well as absenteeism and lateness. Since May 1st 2024, switched to Workforce coordinator with the following tasks: - Generate headcount capacity file and volume capacity for the account. - Create staffing profiles, schedules, FTE requirements based on KPIs. - Create and update Forecast vs Actuals, KPIs reports based on performance and attainments. - Create forecast, modify future forecasts based on actuals received. - Present performance of operations with areas of improvement, based on received data pulled from the system. - Create and present operation efficiency as well as financial efficiency based on achieved hours and performance of the account.

- Monitor calls and provide the necessary feedback and coaching opportunities. - Report updates and presentations of quality infractions. - Track and present agent behavior-driven factors. - Collaborate with Operations to find ways for overall improvement. - Assist supervisors and Operations on improvement factors. - Assist supervisors during coaching and team meetings. - Assist the Training Department with content for agents. - Calibration with onshore team

Create, modify, or update run-rates and forecasts. Oversaw Uber contact centers in Latin America, North America, Europe, North Africa, and the Philippines. Verint to create and modify forecasts, as well as organizations, campaigns, queues, skills, and employees. Data analysis of forecasts and presented them to contact centers to adjust to any peaks that may occur over a three-month period. Data run-rates, forecasts, and historical data to generate trends. Provided support with Verint-related questions.

Schedule creation, modification for Telus accounts. Organize resources, such as forecasts, call volume, headcount, hour distribution, and agent preferences to create monthly schedules. Manage accounts for time-off, exceptions, and any other requests the agents had.

Work with Client Managers to create, process, and track orders. Generate reports to provide proposals, such as financial guidance based on equipment. Client Managers during negotiations and presented data based on quotes and financial limitations.

Generate reports based on results and billing information. Assist Operation Manager in presenting reports, invoices and resolving any question the client may have. Provide analysis of printing trends, machine efficiency and month over month performance