Mark Angelo M.

Data Entry, Data Handling, Reporting anything that involves data handling with high accuracy and punctuality. Im also BPO professional with expertise in workforce management. Scheduling, Planning, Realtime management. Communicate company policy information and requirements to staff, and ensure operational decisions comply with the policy; Develop and motivate employees through regular coaching and feedback that lead to improved results; Lead the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management, and proactively working to meet daily metrics; Optimize resources, identify and implement process improvements, and leverage automation and technology to ensure delivery of key metrics, staffing budget, training requirements, and performance; Synthesize quantifiable data into easy-to-understand actionable recommendations, and execute communication strategy for regular business results to the executive leadership team; Increase efficiency and recommend staffing strategies; Act as a Workforce Management liaison with internal and external site operations, including home-based associates and metro or state offices, by providing same-day and 7-day planning; Serve as a trusted partner and advisor to leadership teams; Partner with training and operations to coordinate all required training; Act as a key member of the Disaster Recovery and Storm Planning teams by directing the staffing alignment and resources to ensure minimal impact of disasters to customers; Manage the TeleOpti workforce management system, related telephony, and process in coordination with Information Technology; Troubleshoot TeleOpti issues and recommend system modifications and enhancements; and Research and identify potential vendor solutions that will help improve efficiency and reduce costs to provide customer satisfaction.