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Michael A. — Senior Workforce Analyst from Philippines

Michael A.

Senior Workforce Analyst

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Michael Angelo P. A. is an accomplished professional, transitioning his extensive experience in onsite administrative work to a virtual assistant role. With more than 10 years of experience in the Business Process Outsourcing (BPO) industry, he has served as a Workforce Analyst at Hinduja Global Solutions, providing strategic staffing and operational solutions. Michael excels in workforce management, applying real-time monitoring and scheduling insights to optimize productivity. His robust skills in reporting & analytics have empowered him to deliver critical performance metrics, enhance process improvement, and forecast staffing needs effectively. His technical expertise includes proficiency in tools such as Microsoft Office, Google Workspace, Power BI, and more. Michael's vast background also features roles in customer service and technical support, where he maintained high standards of customer satisfaction and operational excellence at companies like Sitel Philippines. He holds an education in Information Technology from St. John Bosco Institute of Arts and Sciences, underscoring his technical acumen and commitment to continuous professional growth.

Experience

  • CSR and Workforce Analyst

    Hinduja Global Solutions · 2015 — 2026
    Managed inbound and outbound customer interactions through phone, email, and chat, addressing inquiries related to products, services, billing, and account information. Ensured high customer satisfaction levels by delivering timely support and accurately documenting interactions in CRM systems. As a Workforce Analyst, monitored real-time performance metrics, tracked agent adherence, and attendance, while analyzing workforce data to generate performance reports. Coordinated staffing requirements through schedule adjustments and collaborated with operations for effective workforce solutions.

  • CSR, TSR, Subject Matter Expert

    Sitel Philippines · 2012 — 2015
    Handled inbound and outbound customer interactions via phone, email, and chat, resolving inquiries regarding products and services while maintaining customer satisfaction. Provided technical support for hardware, software, internet, and network issues as a TSR, documenting issues and resolutions in ticketing systems. As a Subject Matter Expert, guided representatives on product knowledge and assisted in resolving escalated concerns, while also supporting training programs and identifying process improvement opportunities.