Juan Camilo Rivera Avendaño
Workforce Analyst
Professional profile
I have worked as an advisor, GTR and Workforce Technician, supporting areas such as Training and Quality. With 5 years of experience in the Contact Center & BPO sector, standing out for my responsibility and commitment in the development of the assigned work.
Work experience
Control compliance with the service and efficiency indicators of each of the processes from the floor control in real time. Sizing of call center operations, curve modeling, shift scheduling and compliance with indicators.
Major achievementAchieve efficiencies at the level of processes and resources.
Sizing of call center operations, curve modeling, shift scheduling and compliance with indicators. Monitoring of the programming and continues with the real-time analysis of the variations in the sizing inputs, applying the corresponding actions and policies and ends with the provision of information and alerts to the operation and programming and control. Model weekly curves to define demand and if necessary, reprocess the curve to adapt to demand.
Major achievementControl the over and undersizing of each of the processes, generating strategies in conjunction with the operation that minimize these variations.
Education experience
Universal language academy | Without studies
