GERARDO SIGARAN
Winter Park
Summary
Strategic Real-Time Analyst / Workforce Management Analyst with 9 years of experience optimizing contact center operations. Skilled in intraday management and real-time monitoring using Verint, Genesys, NICE, and Five9. Enhances service levels and aligns staffing with demand through data-driven strategies in remote and collaborative environments.
Overview
10
10
years of professional experience
Work History
Workforce Real-Time Analyst (Contract)
Optum
01.2026 - Current
- Monitored real-time queue performance, ensuring adherence to service level targets (80/30)
- Execute intraday staffing adjustments (breaks, lunches, skill changes) to optimize coverage
- Utilize Verint WFM for adherence tracking, scheduling, and real-time decision-making
- Analyzed trends in AHT, SL, and idle time, identifying staffing gaps for optimal resource allocation
- Provided real-time recommendations to leadership, enhancing operational performance through data-driven insights
- Support short- and long-term forecasting for staffing alignment
- Russell Tobin
Workforce Analyst
Magellan Health
12.2021 - 01.2026
- Monitored real-time adherence and executed staffing adjustments based on call volume
- Identified trends in idle time, shrinkage, and callouts to improve efficiency
- Collaborated with leadership on staffing strategies and scheduling to optimize workforce allocation
- Supported forecasting and capacity planning to align resources with demand
- Managed intraday and interval reporting to maintain service level performance
Workforce Management Analyst
Comcast
08.2016 - 09.2021
- Monitored real-time performance and adjusted schedules to meet SL targets
- Supported workforce optimization efforts by analyzing performance data
- Produced accurate interval and intraday performance reports for analysis
- Coordinated schedules and trainings to streamline operational activities
Education
Certification - ITIL 4
PeopleCert
Remote04-2025
High School Diploma -
Life Skills Center
Fort Lauderdale, FL06-2011
Skills
- Real-Time Analysis
- Intraday Analysis
- Workforce Scheduling
- Call Routing Analysis
- Queue Optimization
- Performance Metrics
- Forecasting
- Capacity Planning
- Staffing Analysis
- Optimization
- Excel
- PivotTables
- Power BI
- SQL
- Reporting
- Trend Analysis
- Compliance Monitoring
Accomplishments
- Improved service level performance during peak periods through intraday adjustments
- Reduced idle time by optimizing staffing alignment
- Supported high-volume contact center operations with consistent KPI performance
Tools And Systems
- Verint WFM
- Genesys
- NICE
- Five9
- Aspect
- Kronos
- Avaya
- CMS
- Calabrio
- IEX
Timeline
Workforce Real-Time Analyst (Contract)
Optum
01.2026 - Current
Workforce Analyst
Magellan Health
12.2021 - 01.2026
Workforce Management Analyst
Comcast
08.2016 - 09.2021
Certification - ITIL 4
PeopleCert
High School Diploma -
Life Skills Center