Lemuel M.

Oversees global Real-Time Analysts and interns to ensure client KPI achievement while complying with labor regulations and company core principles. Maintains and automates key metrics reports such as Average Handle Time (AHT), Occupancy, and Absenteeism. Manages WFM Reporting to ensure data accuracy and provide actionable insights for workforce planning. Supervises planners and schedulers in shift bidding and schedule optimization while updating the Capability Tool to align forecasts with staffing and hiring needs. Conducts weekly capacity and performance calls with stakeholders and manages the scheduling tool migration from Teleopti to IEX. Facilitates staffing calibration discussions with the client’s Short Range Planning Team regarding staffing levels and SLA projections. Streamlines scheduling processes to fit the new tool and leads the automation sync from client IEX to internal IEX. Directs seat-planning initiatives to enhance workstation utilization and reduce costs.

Analyzes historical data across various modalities including Voice, Chat, and Email to forecast future contact volumes using statistical techniques. Determines headcount needs via Erlang-C modeling to meet defined SLAs and KPIs, ensuring proper levels of occupancy and productivity. Monitors seasonal trends and marketing influences to adjust long and short-term capacity plans proactively. Creates and maintains staff rosters that align with forecasts while considering employee preferences and adherence to local labor laws. Reduces operational waste through optimized Net Staffing and manages intraday shrinkage to maintain service level targets. Leads weekly staffing reviews with Operations, providing forecasts and identifying potential performance risks. Coordinates staffing endorsements with RTAs and collaborates with Recruitment and Training to prepare for hiring waves, ensuring readiness for peak seasons. Conducts audits on the invoicing lifecycle to align labor costs with client billing accurately.

Monitored real-time interaction queues across multiple channels to meet SLA targets consistently. Implemented intraday staffing strategies based on varying billing models to optimize service level achievement and profitability. Served as the point of contact for service-related escalations between clients and internal teams. Tracked real-time agent state and AUX usage to ensure adherence to schedules, effectively reducing shrinkage and enhancing productivity on the floor. Conducted root cause analysis for SLA misses and documented performance obstacles for WFM and Operations leadership. Initiated the WFM launch of new lines of business in the US&C market by setting up foundational monitoring frameworks and communication protocols. Maintained daily Overbreak Reports to assist Operations in minimizing payroll leakage and ensuring appropriate staffing during peak times.

Performed audits and compliance checks to verify adherence to both client and internal standards. Produced detailed reports on performance gaps, contributing to continuous quality enhancement. Collaborated with training teams to resolve recurring compliance challenges.

Provided frontline support to real estate customers, addressing inquiries and resolving escalations with efficiency. Ensured high levels of customer satisfaction by offering timely and precise assistance. Mentored new hires in product training and process guidance to expedite team readiness.

Assisted customers with various inquiries, including billing, technical support, and general questions.

Delivered exceptional customer service in a fast-paced environment. Organized and led Jollibee Kids Parties, ensuring an engaging experience for children and families. Supported kitchen, cashier, and dining operations to uphold service quality and efficiency. Gained initial professional experience through the SEEDS program while managing work and academic commitments.