Santiago Sanchez
Senior Manager Global Support Workforce Management
Professional profile
Dynamic and results-driven bilingual business administrator with 10+ years in HR , BPO , and global workforce management . Expert in process improvement , automation , and leading multinational teams to operational excellence
Work experience
Leads global WFM strategy, real-time monitoring, predictive planning, and automation. Designed Python/Genesys dashboards, automated alerts, and built AI-powered WFM Analyst Agent.
Major achievementUnified WFM insights across 5+ regional teams; enabled proactive decisions with live data; increased SLA consistency across global queues.
Managed 5 teams providing global HR support. Led automation, process optimization, and career path development. Developed BotMan for auto triage and integrated new bots.
Major achievementReduced wait time by 50%, increased turnaround by 45%, achieved 10% budget savings, and increased engagement score by 7%.
Led HR data admin team, managed employee data changes, payroll, and global HR projects. Integrated Employee Central and developed dual data entry for international countries.
Major achievementRestructured service model for virtual support, led payroll and data integration projects.
Education experience
Universidad de la sabana | Profesional
