RODERICK D.
Senior Real-Time Analyst
Open to offersNew to PlatformAbout
Roderick T. brings over a decade of experience in the BPO industry, holding significant roles such as Senior Realtime Analyst at Booth and Partners and Genpact Services. He specializes in real-time monitoring, ensuring agent adherence to schedules, and creating comprehensive reports for staffing analysis and operational metrics. His proficiency extends to computer hardware and software servicing, backed by an NCII Certification. At Concentrix Philippines, Roderick honed his skills in workforce management, forecasting call workloads, and calculating staffing requirements. He also held positions as an Admin Staff and Instructional Technology Facilitator at Cambridge School Inc., where he facilitated computer education and troubleshooting. With a foundation as a Computer Technician at Shiewell Computer Shop and Yo’s Place Computer Center, he developed a strong background in computer repair and maintenance. Roderick is also adept at using Microsoft business products including Excel, Word, PowerPoint, and SharePoint, making him a versatile asset in both technical and analytical domains.
Experience
Senior Realtime Analyst
Booth and Partners Phils. Inc. · 2026 — PresentMonitored adherence to schedule and tracked absenteeism, comparing Schedule vs. Actual performance. Ensured agents complied with their schedules through real-time oversight. Developed report templates to assist operations in staffing analysis.Senior Realtime Analyst
Genpact Services LLC · 2021 — 2026Oversaw schedule adherence and tracked absenteeism alongside occupancy rates. Managed daily performance metrics of agents and compiled reports on various metrics on a daily, weekly, and monthly basis. Collected and analyzed planning data to adapt to demand changes, ensuring schedules were current for capacity forecasting and FTE needs. Created and distributed operational analysis reports globally and constructed templates to support operations with staffing insights. Participated in daily client KPIs huddles to review performance.Sr. WFM, Realtime Analyst
Concentrix Philippines Inc. · 2016 — 2021Forecasted call workloads and calculated required staffing levels. Managed daily performance in real-time while gathering and analyzing relevant data. Engaged in weekly discussions with clients regarding staffing plans and provided daily performance reports to operations. Handled escalated calls as Team Captain for a year, and previously worked as a Customer Service Representative for another year.Admin Staff | Instructional Technology Facilitator
Cambridge School Inc. · 2012 — 2016Taught computer classes while troubleshooting issues and installing system software. Replaced damaged hardware components and conducted seminars for parents on internet safety for their children. Performed monthly checks on computers and gadgets utilized by both teachers and students.Computer Technician
Shiewell Computer Shop · 2010 — 2012Maintained computers in proper working condition by ensuring antivirus software was up to date. Conducted repairs and replacements of computer parts, as well as installing system and application software.Development Officer
Pagasa Phil. Lending Corp. Inc. · 2009 — 2010Oversaw collection of daily loan dues and prepared weekly budgets for the team. Conducted interviews with potential clients.Computer Technician
Yo’s Place Computer Center · 2007 — 2009Maintained operational status of computers and facilitated repairs or part replacements. Accepted typing jobs and created layouts for invitations and tarpaulins.Admin Staff
Fortress College · 2006 — 2006Responsible for creating school IDs, ensuring photos were taken for all enrollees. Maintained the computers in the lab.
Skills & Expertise
Education
- Computer Systems Technician (Technical Vocational)Fortress College · 2004 — 2006