Rolando L. Rodriguez

Executed comprehensive workforce planning initiatives across all contact center services for UKG customers, spanning both B2B and B2C environments within a dynamic Omni-Channel framework. Managed workforce management, real-time operations, telephony governance of contact center queues, and quality assurance, ensuring seamless implementation and optimal utilization of UKG HCM products and services. Deployed strategies for efficient resource allocation in a multi-site, multi-service, and multi-channel global operation.

• Successfully led the implementation of the RingCentral / NICE InContact (CXone) ACD platform across the enterprise, effectively streamlining resource coordination efforts and reengineering telephony infrastructure. This initiative resulted in a remarkable 90% reduction in virtual queues, significantly enhancing operational efficiency and resource utilization.
• Established a comprehensive and forward-looking capacity planning model covering both short-term (12 months) and long-term (3 years) horizons to align with organizational goals and support strategic decision-making.
• Implemented and managed NICE Back Office Essentials, QM Pro configuration, and governance processes.
• Spearheaded the deployment of Interactions Analytics and NICE Workforce Optimization Capacity Planning solutions, optimizing workforce efficiency and performance.
• Developed and managed comprehensive Quality Assurance program, including the establishment of performance management models and dashboards.
• Expanded the global footprint into India by strategically establishing support for a follow-the-sun operational model across command center operations, reporting, workforce planning, and resource management. This initiative also functions as a center of excellence for automating highly transactional processes, thereby enhancing efficiency and scalability across the organization

Direct oversight of forecasting activities, capacity planning, scheduling, and real-time management within a dynamic multi-site, multi-channel global environment, overseeing a workforce of over 1,500 agents proficient in supporting 24 languages. Responsible for governance over Oracle telephony ACD (GCCA) and contact center enterprise suites (Genesys), ensuring seamless operational continuity.

• Strategically developed and implemented business operations dashboards and scorecards for extended services organization, synthesizing key performance indicators (KPIs) vital for organizational growth and performance evaluation.
• Steered Governance of Genesys Enterprise Implementation, overseeing critical components including ACD, IWS, IWD, WFM, and EZ Pulse to ensure seamless integration and optimal performance across the board.

• Directed the strategic leadership of the Global Workforce Optimization and Project Management teams, overseeing operations across five global contact centers comprising a workforce of over 1,400 employees
• Specialized focus areas include optimizing workload activities for 18 products and services, workforce management, capacity planning, program management, process improvement, business optimization, project management, forecasting, scheduling, and change management
• Led the successful delivery of new products/services, client implementations, technology enhancements, infrastructure configuration, and change management initiatives
• Acted as the primary global liaison between Visa Global Product Offices, Implementations, and Account Management teams, ensuring seamless communication and collaboration
• Governed the administration of global contact capacity planning and facilitated career progression initiatives for employees.

• Effectively led the Command Center and Workforce Management team for Contact Center Operations, overseeing forecasting, staffing, scheduling, intraday management, and reporting
• Deployed and administered Enterprise suite for ACD/switch, Workforce Management, and real-time management software
• Provided comprehensive Workforce Management support across 18 programs and services in domestic and international locations, managing over 2,000 agents
• Coached and motivated Operation Analysts to achieve performance metrics and develop skills
• Ensured alignment of organizational goals and communicated progress against goals, budget, and initiatives
• Spearheaded plans for new product/technology rollouts and served as Project Manager for process improvement initiatives and technology releases in contact centers.

• Managed daily departmental production and ensured quality service level standards were met, overseeing a team of over 35 employees serving 2,200 clients
• Mentored call center staff to enhance talent capability and developed rigorous development plans with set goals
• Achievements include identifying and implementing a solution resulting in a 75% reduction in cardholder complaints, resolving issues with supervisor time management, actively ensuring adequate staffing levels, and serving as a liaison between technical and operational support.