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Fiverr Pro
English
$
USD
Marites B
@marites_b
Workforce Planning Operations Analyst
Philippines
English, Tagalog
About me
I am a Workforce Planning and Operations Analyst supporting multinational service operations through forecasting, capacity planning, and scheduling optimization. I improve service stability by aligning staffing coverage with demand and coordinating with operational stakeholders.
Skills
Marites B
Offline •
See my services
Consulting
I will create or optimize your excel KPI dashboard for operations or call center
Work experience
Workforce Management Planning Analyst
agoda • Full-time
Jul 2018 - Present • 8 yrs
Supports customer operations through forecasting, staffing planning, and scheduling optimization to maintain service performance across multiple operating hours. Analysed demand trends and coordinated staffing adjustments with operations to maintain service level stability. Developed schedules and pull-out plans based on forecast demand and operational priorities. Designed fixed rotation scheduling framework improving coverage consistency and planning predictability. Improved coordination between teams by documenting scheduling processes in Confluence.
Workforce Management Associate
JPMorgan Chase & Co. • Full-time
Nov 2008 - Nov 2017 • 9 yrs
Supported multi-site customer operations through workforce planning, reporting, and real-time performance coordination. Analysed service performance and workload trends across sites and lines of business to support staffing decisions. Coordinated real-time staffing adjustments with operations teams to maintain service level targets. Developed operational reports enabling day-to-day decision making by management. Supported operational transitions and system implementations through readiness planning and scheduling coordination.
Workforce Management Lead
Accenture • Full-time
Oct 2006 - Nov 2008 • 2 yrs 1 mo
Supported contact center programs through workforce coordination and operational efficiency improvements. Coordinated staffing strategy with operations teams to support service level performance. Optimized resource allocation across shared programs improving seat utilization. Provided staffing recommendations based on performance trends. Provided guidance and training to workforce and reporting team members.
