Peter Orta III
Workforce Management Capacity Planner
Las Vegas,NV
Summary
Results-driven Workforce Management Analyst with expertise in scheduling optimization and data analysis at Barclays US. Achieved significant budget savings through strategic staffing initiatives while enhancing service levels. Demonstrated strong cross-functional coordination and teamwork, effectively aligning workforce plans with business objectives and improving operational efficiency.
Overview
7
7
years of professional experience
Work History
Workforce Management Analyst
Barclays US
07.2024 - Current
- Built comprehensive capacity models in Excel to align staffing requirements with service level agreements (SLAs), occupancy targets, and budget constraints.
- Identified and implemented cost-saving staffing strategies, generating $X in annual budget savings while maintaining customer experience standards.
- Partnered with Finance and Operations leadership to ensure workforce plans aligned with fiscal targets and strategic business initiatives.
- Improved planning organization and documentation by standardizing reporting processes across SharePoint and OneNote, increasing transparency and cross-functional alignment.
- Presented workforce strategy and capacity recommendations to senior leadership using clear, data-driven PowerPoint presentations.
- Proactively identified overstaffing and understaffing intervals, implementing adjustments that optimized resource utilization and minimized service-level risk.
- Monitored shrinkage drivers (PTO, training, absenteeism) and refined planning assumptions to ensure realistic and financially sound staffing models.
Workforce Management Analyst
Barclays US
05.2020 - 07.2024
- Created and maintained optimized agent schedules in Alvaria to align with forecasted demand, service level targets, and budget guidelines.
- Balanced service level performance with labor cost control, supporting overall budget adherence and minimizing overtime expenses.
- Managed schedule adjustments for shrinkage events including PTO, training, meetings, and unplanned absences to protect service levels.
- Conducted daily and intraday schedule reviews to identify coverage gaps and implemented real-time adjustments in partnership with Operations.
- Analyzed adherence and occupancy trends to recommend scheduling improvements that enhanced efficiency and agent utilization.
- Supported hiring classes and training schedules by incorporating onboarding timelines into staffing models.
Workforce Real Time Analyst
Barclays US
01.2019 - 06.2020
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
Education
Bachelor of Arts - Business Management
Western Governors University
Salt Lake City, UT12-2027
Skills
Workforce planning
Microsoft Excel
Analyzing patterns
Resolving issues
Data analysis
Compiling data
Staffing requirements
Cross-functional coordination
Timeline
Workforce Management Analyst
Barclays US
07.2024 - Current
Workforce Management Analyst
Barclays US
05.2020 - 07.2024
Workforce Real Time Analyst
Barclays US
01.2019 - 06.2020
Bachelor of Arts - Business Management
Western Governors University