Summary
Overview
Work History
Education
Skills
Websites
Timeline
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MICHELLE FLORES

Los Angeles,CA

Summary

Proven Workforce Manager with expertise in optimizing contact center operations, capacity planning, and strategic alignment. Experienced in implementing Workforce Management software, data analysis, and team leadership. Skilled in managing client relationships and vendor partnerships. Seeking to apply my skills and experience in a dynamic role that aligns with my passion for workforce management and operational excellence.

Overview

20
20
years of professional experience

Work History

Workforce Manager

TikTok
08.2022 - Current
  • Strategic Forecasting: Developed and fine-tuned comprehensive and adaptable forecast models to predict both short-term and long-term business volume. Balanced the delicate interplay between user satisfaction, employee experience, and cost-effectiveness, consistently contributing to the achievement of our SLA goals.
  • Metrics Ownership: Took charge of key performance metrics, including precision in volume and capacity forecasts, schedule efficiency, and productivity, ensuring that our operational performance consistently met or exceeded our targets.
  • Partnership and Leadership: Orchestrated, prepared, and led crucial business reviews with our internal partners, actively engaging in workforce planning initiatives in close collaboration with the Support Team leadership.
  • Data-Driven Insights: Managed the analysis and reporting for our workforce planning, providing accurate and timely data-driven insights that empowered strategic decision-making.
  • Project Leadership: Successfully spearheaded multiple analytics projects and ad-hoc requests, demonstrating my adaptability and comfort in dealing with ambiguity. Additionally, I streamlined routine data collection through automation to enhance our operational efficiency.
  • Continuous Enhancement: I was instrumental in driving continuous improvement by meticulously reviewing data, standards, policies, and the execution of established processes to identify gaps. I constantly strived to refine our best practices and optimize our operations.
  • Global Collaboration: Played a pivotal role in leading and participating in cross-group collaboration meetings with global stakeholders. This allowed me to share knowledge, exchange best practices, and ensure a consistent governance of forecast and capacity planning processes. My active involvement in these collaborative efforts strengthened communication and alignment across the organization.

Business/Workforce Manager

Faneuil
12.2019 - 08.2022
  • Key driver of contact center operational excellence through the implementation of efficient forecasting and scheduling strategies across all communication channels. Adept at ensuring consistent service level adherence.
  • Developed and executed long-term capacity plans, offering precise workload forecasts for budgeting and resource allocation, with a focus on recommending resource optimization solutions.
  • Acted as the primary authority on Workforce Management policies, ensuring compliance and alignment with strategic goals.
  • Fostered organizational alignment by collaborating with cross-functional teams and leaders, playing a pivotal role in developing and implementing process enhancements.
  • Successfully implemented and managed Workforce Management software (IEX), maximizing tool utilization for operational efficiency.
  • Conducted comprehensive statistical analysis, tracking call center trends, encompassing call volumes, patterns, staff productivity, attrition rates, and resource allocation.

Workforce Manager

S&P Global Market Intelligence
11.2010 - 12.2018
  • Led the Manila Workforce team, providing support for approximately 300 analysts across three sites in Manila, Hyderabad, and Islamabad
  • Ensured the timely release of schedules while meticulously maintaining compliance and achieving target metrics.
  • Held responsibility for both short and long-term planning, offering recommendations to Senior Management to efficiently and cost-effectively meet production targets.
  • Effectively managed client escalations, requests, and inquiries, providing constructive feedback and action plans as needed.
  • Designed and implemented workforce processes aligned with team objectives, emphasizing diversity and inclusivity to cater to individual and site-specific needs.
  • Acted as the primary point of contact for vendors, overseeing task assignments and ensuring the delivery of required deliverables.

Resource Optimization Center Scheduling Lead

Sitel
02.2008 - 11.2010
  • Accountable for crafting optimal schedules across multiple accounts, meticulously aligning them with approved volume, AHT, and shrinkage targets, all while adhering to specific account requirements and constraints.
  • Conducted weekly scheduling review meetings, offering valuable feedback and recommendations to enhance current and future scheduling and staffing strategies.
  • Provided the Operations team with insightful analysis of common trends, including absenteeism, attrition, call pattern arrivals, and other factors affecting service level delivery.
  • Collaborated closely with the Training Department to provide precise forecasts for potential training class requirements, ensuring alignment with call volume projections.

Workforce Supervisor

Sitel
09.2007 - 02.2008
  • Managed the performance of the Workforce Team for the account, overseeing staffing coverage and ensuring the team consistently delivered all required tasks.
  • Acted as the primary point of contact between Operations and Workforce, facilitating efficient communication and collaboration.
  • Conducted monthly performance appraisals and reviews for the RTAs and Workforce Analysts to drive performance improvement and alignment with objectives.

Workforce Analyst

Sitel
01.2007 - 08.2007
  • Managed forecasting, scheduling, and reporting tasks to ensure optimal staffing and operational efficiency.
  • Took responsibility for leave approvals, shift adjustments, and swap requests, strategically addressing factors that impacted staffing and production targets.
  • Served as the primary liaison between the Workforce team and the client, ensuring effective communication and collaboration.

Real Time Analyst

Sitel
04.2006 - 01.2007
  • Effectively managed and monitored real-time queue activities to ensure schedule adherence and meet service targets.
  • Generated real-time reports and conducted thorough analysis of daily operations to identify key trends and insights.
  • Proactively managed downtime incidents by following proper escalation procedures, ensuring minimal disruption to services.

Real Time Analyst

PeopleSupport, Inc.
10.2005 - 04.2006
  • Closely monitored real-time call volume and staffing levels to ensure optimal resource allocation.
  • Tracked and reported agent schedule adherence and employee occurrences to maintain operational efficiency.
  • Ensured the timely and accurate generation of reports required for the assigned account.
  • Monitored and reported any issues that might necessitate changes in staffing plans and schedules to the Workforce Management team for prompt resolution.

Tier2 - Subject Matter Expert

PeopleSupport, Inc.
10.2005 - 04.2006
  • Handled supervisor/escalated calls from Tier 1 agents for both customer service and technical support, addressing complex calls requiring experience, decision-making, and authority.
  • Managed call back requests for technical issues that necessitated in-depth research and resolution.
  • Acted as a dedicated saves agent, proficient in handling all calls related to account cancellations, providing customers with options and offers to retain their services.
  • Participated in training sessions for newly hired agents, sharing expertise and best practices to enhance their skills.
  • Engaged in focus group discussions with clients, contributing insights and feedback to improve customer service and technical support processes.

Call Center Agent

SVI Connect Corp.
02.2004 - 10.2005
  • Conducted outbound telemarketing calls on behalf of Verizon, effectively communicating with customers to promote products or services.
  • Validated and successfully closed sales, contributing to the team's sales targets and objectives.
  • Appointed as Officer-in-Charge (OIC) in the absence of a supervisor, demonstrating leadership and decision-making skills to maintain operational continuity.
  • Represented the team in meetings and discussions, serving as a key liaison for information sharing and collaboration.
  • Created cheat sheets to assist and guide fellow agents on the floor, enhancing their knowledge and performance in sales and customer interactions.

Education

Associate of Science - Computer Technology

University of Perpetual Help
Laguna, Philippines
03.1999

Skills

  • Workforce Optimization: Proficient in optimizing contact center operations through efficient forecasting, scheduling, and strategic planning
  • Capacity Planning: Skilled in developing long-term capacity plans and providing accurate workload predictions for resource allocation
  • Policy Management: Experienced in serving as the primary point of contact for Workforce Management policies and ensuring compliance
  • Strategic Collaboration: Capable of aligning priorities and strategic direction through effective collaboration with various business units
  • Data Analysis: Strong analytical skills for tracking trends, including call volumes, staff productivity, and resource allocation
  • Process Improvement: Experienced in creating and implementing workforce processes aligned with organizational goals

Websites

Timeline

Workforce Manager

TikTok
08.2022 - Current

Business/Workforce Manager

Faneuil
12.2019 - 08.2022

Workforce Manager

S&P Global Market Intelligence
11.2010 - 12.2018

Resource Optimization Center Scheduling Lead

Sitel
02.2008 - 11.2010

Workforce Supervisor

Sitel
09.2007 - 02.2008

Workforce Analyst

Sitel
01.2007 - 08.2007

Real Time Analyst

Sitel
04.2006 - 01.2007

Real Time Analyst

PeopleSupport, Inc.
10.2005 - 04.2006

Tier2 - Subject Matter Expert

PeopleSupport, Inc.
10.2005 - 04.2006

Call Center Agent

SVI Connect Corp.
02.2004 - 10.2005

Associate of Science - Computer Technology

University of Perpetual Help

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