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Jan M. — Senior Workforce Analyst from Philippines

Jan M.

Senior Workforce Analyst

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Jan M. T. is a seasoned professional with a robust 19-year tenure in the BPO industry, focusing on customer services and workforce management. As an Assistant Manager at EXL Service in Cebu City since January 2020, he expertly harnesses tools such as CMS Avaya, Aspect, Verint, and Genesys to monitor compliance, investigate deviations, and manage staffing levels in real-time to ensure optimum service level performance. Previously, as a Workforce Analyst from 2014 to 2019 at the same company, Jan contributed significantly to policy execution and scheduling efficiencies. His foundational experience as a Customer Service Associate and representative at organizations like Stream Global Service and Aegis People Support Phil Inc. provided him with comprehensive skills in customer care and service protocols. Jan holds a degree in Mass Communication, majoring in Advertising and Journalism, reinforcing his expertise in well-rounded communication within customer-focused roles. His proficiency in MS Office and related workforce management systems positions him as a valuable asset in enhancing operational productivity and client satisfaction.

Experience

  • Assistant Manager - WFM

    EXL Service · 2020 — Present
    Utilized CMS Avaya, Aspect, Verint, and Genesys platforms to monitor adherence to schedules and investigate any deviations. Managed staffing levels to meet service requirements, and entered exceptions in real time into Aspect eWFM. Optimized productivity by adjusting staffing needs based on call volume changes. Ensured operational systems functioned properly and escalated any outages as necessary. Recommended staffing adjustments to operations and handled system tools requests for the onshore team.

  • Workforce Analyst

    EXL Service · 2014 — 2019
    Contributed to workforce planning initiatives by analyzing performance data and coordinating staffing requirements. Assisted in maintaining service levels by tracking and processing attendance records and exceptions.

  • Customer Service Associate/Executive

    EXL Service · 2013 — 2014
    Provided assistance to clients regarding insurance policies, explained annuity terms, and managed insurance registration and updates. Delivered high-quality customer service and handled customer inquiries effectively.

  • Customer Service Representative

    Stream Global Service · 2012 — 2013
    Delivered comprehensive customer care and responded accurately to customer inquiries. Adhered to performance standards for quality and productivity while applying technical knowledge in customer interactions.

  • Customer Service Representative and Special Product Specialist

    Aegis People Support Phil Inc. · 2007 — 2012
    Achieved notable performance metrics such as low average handle time and high customer satisfaction scores. Provided thorough customer care and ensured compliance with quality and productivity standards while applying technical knowledge in service delivery.

  • Service Crew

    Greenwich Pizza Corp. · 2005 — 2006
    Maintained cleanliness of the store's interior and exterior while serving as a front-line employee. Attended to customer needs and ensured a positive dining experience.

Skills & Expertise

Customer ServiceCustomer Service RepresentativeData Entry SpecialistEmail Management

Education

  • Bachelor in Art in Mass Communication, Major: Advertising and Journalism
    Father Saturnino Urios University · — — 2007