Stephanie S.
Senior Workforce Management Supervisor
Open to offersNew to PlatformAbout
Stephanie A. S. is a seasoned Workforce Management Professional with over 15 years of experience specializing in large-scale contact center environments, particularly in media and telecommunications sectors. Currently serving as a Workforce Management – Analyst Supervisor Level III at Cignal TV Inc., she excels in real-time operations, scheduling, and workforce analytics. Stephanie effectively supports workforce planning and forecasting, partnering with Operations and Clients to address staffing needs and service level targets. Her expertise in executing data-driven workforce strategies enhances resource optimization and operational efficiency. She is adept at providing actionable insights through WFM reports, crucial for leadership decision-making, and managing annual workforce budgets to optimize staffing and costs. Her technical proficiency includes tools like Verint, IEX, and CMS, which aid in the efficient execution of WFM strategies. Prior to Cignal TV, Stephanie contributed her skills to prominent BPO establishments like NCO Financial and VXI. Her educational foundation is in Information Technology from Jose Rizal University.
Experience
Workforce Management – Analyst Supervisor Level III
Cignal TV Inc. (Mediaquest) · 2021 — 2026Facilitated workforce planning and forecasting for multi-channel programs, ensuring alignment with business needs and service level objectives. Collaborated with Operations and Client stakeholders to resolve staffing shortages, address volume changes, and handle intraday risks. Created and maintained capacity plans to accommodate hiring, training, and ramping needs. Provided insightful analysis via daily, weekly, and monthly WFM reports to assist leadership with decision-making. Oversaw intraday performance, recommending necessary actions to maintain SLA achievement and enhance operational efficiency. Prepared and validated assumptions for the annual workforce budget to support leadership in making hiring and cost optimization decisions. Offered functional support to RTA and Scheduling teams, ensuring compliance with workforce plans and intraday controls. Acted as an escalation resource for real-time performance challenges, system issues, and operational risks. Assisted in onboarding, cross-training, and knowledge transfer for new WFM team members.Earlier Workforce Management Roles
NCO Financial / Tech Mahindra / Transcom / PCCW / VXI / Continuum · 2010 — 2021Engaged in real-time operations, scheduling, reporting, and workforce analytics across various BPO contact center programs. Built foundational skills in intraday management, SLA monitoring, and WFM reporting. Directed multi-channel workforce planning and forecasting to improve operational effectiveness.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyJose Rizal University · — — 2010
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