Francis T.
Senior Workforce Management Supervisor
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About
Francis T. is an experienced Workforce Supervisor with a 15-year track record in workforce management (WFM) within the business process outsourcing (BPO) sector, supporting clients such as AT&T and Frontier Communications. Currently at Full Potential Solutions Inc., Francis leads a multi-cultural team of capacity planners, schedulers, and real-time analysts, overseeing capacity planning, scheduling, and real-time management to align staffing needs with operational and financial objectives. Previous roles include Workforce Capacity Planner, Scheduler, and Real-Time Analyst, where Francis utilized MS Office, Google Sheets/Docs, CMS Avaya, IEX, Verint, and Alvaria Aspect to maintain workforce integrity and deliver forecasting, schedule adherence, and reporting for high-volume contact center environments.
Experience
Workforce Supervisor
FULL POTENTIAL SOLUTIONS INC. · 2022 — PresentLeads a workforce management team composed of Capacity Planners, Schedulers, and Real Time Analysts in a multi-cultural, fast paced environment. Oversees the application and integrity of WFM Planning, Scheduling, and Real Time Management processes while balancing staffing needs with operational efficiencies and financial objectives. Provides Planning / Forecasting, Scheduling, and Real Time Management support to Operations. Manages training, team motivation, adherence to legislation, compliance with development plans, and ensures accuracy in performance coaching, scorecards, and agent administration.Workforce Capacity Planner - Frontier Communications.
FULL POTENTIAL SOLUTIONS INC. · 2020 — 2022Analyzed historical and current data to forecast future contact volume. Determined employee requirements to align with both short and long term projections. Participated in capacity calls with Operations, Talent Acquisition, and the Training Team to address client requirements.Real Time Analyst
FULL POTENTIAL SOLUTIONS INC. · 2019 — 2020Monitored and reported schedule adherence, managed break times, and worked to meet Line Adherence goals and Service levels. Also handled tasks such as flagging agents in unauthorized Aux, tracking system downtime, and distributing attendance and daily performance reports.Workforce Scheduler / Planner
IBEX GLOBAL SOLUTIONS · 2014 — 2018Created schedules specifically for AT&T and managed the uploading and optimization of these schedules using Verint and IEX.Real-Time Analyst
IBEX GLOBAL SOLUTIONS · 2011 — 2014Carried out real time monitoring and reporting duties for AT&T and additional small or shared services accounts.Travel Account Customer Service and Sales Agent
IBEX GLOBAL SOLUTIONS · 2010 — 2011Worked as a customer service and sales agent for a travel account.Travel Account Sales Agent
eTelecare (Stream Global Services) · 2007 — 2010Served as a Sales Agent handling RCI Timeshare accounts.
Skills & Expertise
Education
- BS ManagementPhilippine School of Business Administration · 2002 — 2004
- BS ManagementFar Eastern University · 2000 — 2002
- High SchoolPasig Catholic College · 1996 — 2000
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