Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ISIDORO GARCIA

Brownsville

Summary

Professional with strong background in workforce management, ready to drive impactful results. Skilled in optimizing staffing levels, analyzing performance metrics, and developing effective scheduling strategies. Known for fostering team collaboration, adaptability, and consistently meeting organizational goals. Proficient in workforce planning, data analysis, and process improvement.

Overview

14
14
years of professional experience

Work History

Workforce Management Specialist

Oscar Health
12.2021 - Current
  • Optimize schedules to ensure staffing demands are met.
  • Create and follow plans with leads to assist them in managing agents.
  • Create and follow plans with leads to assist them in managing agents.
  • Analyze data and identifying trends to assist management.
  • Approve and deny requested time off depending on staffing needs.
  • Other duties as requested.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Improved workforce efficiency by optimizing scheduling and resource allocation.
  • Monitored adherence to company policies regarding attendance tracking.

Work Force Management Scheduler

Teleperformance
01.2019 - 01.2021
  • Intra-day management of service level, efficiency, occupancy, and other metrics on a real time basis
  • Monitors agent’s adherence to schedule on and off phone events (break, pre-approved Aux modes, etc.).
  • Monitors established thresholds for agent real time stats to increase productions.
  • Communicate with clients and other departments for prompt resolution of real time issues.
  • Identify and resolve items that prohibit meeting project goals. Such items may include troubleshooting agent login reporting outages. Identifying root causes to low performance, identifying staffing needs real time etc.

WFM Mission control

Teleperformance
01.2011 - 01.2019
  • Monitor established thresholds for agent states that are not pre-approved and be limited (ACW, long calls, Aux Mode.)
  • Communicate with Operations Management for prompt resolution of issues identified in duties above.
  • Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e. technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of Aux, ACW, and/or agent population shrink)
  • Information exchange with client and all their vendors in a virtual call center environment
  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.

Education

High School -

Simon Rivera High School
01.2004

Skills

  • Strategic thinking
  • Scheduling optimization
  • Demand forecasting
  • Workforce planning
  • Employee engagement
  • Resolving issues
  • Managing schedules
  • Workforce management
  • Workforce management tools
  • Willingness to learn
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Workforce Management Specialist

Oscar Health
12.2021 - Current

Work Force Management Scheduler

Teleperformance
01.2019 - 01.2021

WFM Mission control

Teleperformance
01.2011 - 01.2019

High School -

Simon Rivera High School

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