Aldrin B.
Senior Workforce Management Specialist
Open to offersNew to PlatformAbout
Aldrin B. is a seasoned Operations & Workforce Management Specialist with over 18 years of experience, particularly in optimizing multi-site capacity and resource allocation for global tech giants like Uber and PartnerHero. He excels in transforming raw operational data into actionable business narratives and predictive models. In his current role at PartnerHero, Aldrin partners closely with cross-functional leadership to create and maintain operational designs, ensuring 100% service-level compliance for premium clients. He possesses expertise in advanced capacity planning, intra-day forecasting, and developing data-driven performance reports. His adept use of workforce management systems and mastery of advanced spreadsheet data modeling has redefined customer experience efficiency, aligning operations with financial goals across diverse business environments. Previous roles at Uber and Flight Centre highlight his ability to manage high-stakes escalations and lead strategic capacity balancing efforts, reinforcing his reputation as a leader in operational and resource optimization.
Experience
Workforce Management (WFM) Real-Time Coordinator
PARTNERHERO · 2021 — 2025Collaborated with leadership and global clients to create structured real-time operational designs across various Lines of Business (LOBs). Developed and managed tracking and scenario models in Excel/Google Sheets to assess volume changes and handle-time trends. Reallocated personnel and optimized schedules to ensure service level compliance for premium clients. Created performance reports and business narratives based on data analysis to support resource and scheduling decisions.Support Hero Level 2 Associate (Shared Team)
PARTNERHERO · 2020 — 2021Evaluated operational inefficiencies in customer workflows and collaborated with senior team members to enhance service delivery processes.WFM Real-Time Analyst
UBER · 2019 — 2020Oversaw intra-day performance tracking for regional operations, adjusting human capital allocation based on real-time data. Conducted root-cause analysis on volume anomalies and technical bottlenecks, producing reports and predictive trends for operations management.Community Operations Specialist – ANZ L2 Transport
UBER · 2018 — 2019Handled critical account, safety, and operational escalations for driver-partners and riders, ensuring effective resolution.Workforce Management Strategy Lead (Individual Contributor)
Flight Centre Travel Group · 2017 — 2017Acted as the internal authority and SME for Workforce Management, reporting to the Senior Operations Manager and Country Manager. Managed scheduling, capacity planning, and real-time distribution models for various Lines of Business (LOBs). Developed trend analysis and forecasting frameworks to align staffing with operational needs.Senior Real-Time Analyst
WNS · 2016 — 2017Monitored staffing configurations and operational throughput across multi-client programs to meet daily SLA milestones. Created performance dashboards and trending reports for operational leaders to enhance scheduling and reduce overhead.WFM Scheduling & Forecasting Analyst
Convey Health Solutions · 2013 — 2014Served as the strategic Point of Contact between the Philippines operational center and US corporate leadership. Maintained forecasts and historical models to estimate volume requirements and address resource gaps.WFM Scheduler & Reports Analyst
C3Connect · 2012 — 2013Managed database maintenance for agent scheduling in automated environments and executed capacity planning and ad-hoc forecasting.Global Workforce Management Supervisor
TeleTech (Corporate) · 2011 — 2012Oversaw Workforce Management for three major global projects across distinct TeleTech sites. Supervised a technical team of Real-Time Analysts and Senior WFM Specialists.Business Analyst – Enterprise Resource Management
TeleTech (Corporate) · 2009 — 2011Developed resource allocation models to optimize staffing against service level agreements. Created planning frameworks for scheduling non-productive activities while maintaining operational coverage.Global Workforce Planning Scheduler
TeleTech (Corporate) · 2007 — 2009Managed intra-day planning processes and led initiatives to enhance manual scheduling workflows.Global Workforce Real-Time Analyst
TeleTech (Corporate) · 2007 — 2007Monitored staffing performance for multi-client programs and adjusted human capital resources in response to volume changes and technical issues.