JONATHAN TALAVERA
SAN JOSE,SJ
Summary
Strategic Senior Workforce Management Specialist with over 5 years of experience optimizing high-volume global technical support and BPO operations. Expertise in real-time queue management, incident triaging, and workforce optimization while training international teams. Coordinated operations across Costa Rica, the USA, India, and the Philippines to enhance performance and maintain service levels. Skilled in Verint, NICE IEX, Power BI, Tableau, and Excel.
Overview
9
9
years of professional experience
Work History
WFM Specialist
MOURI TECH
Lagunilla, Heredia
04.2025 - 04.2026
- Spearheaded infrastructure setup for WFM operations in Costa Rica, designing foundational schedules and intraday routing matrices for 250+ agents, optimizing operational readiness.
- Real-Time Queue Triaging: Triaged daily incoming volume anomalies, technical incident spikes, and real-time staffing deficits across 5 distinct Lines of Business, rapidly adjusting scheduling logic to safeguard high-priority phone and chat SLAs (maintaining up to 99% phone SLA and 100% chat SLA).
- Coordinated cross-regional real-time adjustments (USA, India, Philippines) to manage sudden non-productive time spikes, system downtime, and urgent coverage gaps, ensuring continuity in service delivery.
- Engineered automated Schedule Change Request workflow using Power Apps, achieving 95% SLA and 98% First Contact Resolution on internal administration requests, enhancing response efficiency.
INTRADAY Analyst - WFM
MOVATE
Lagunilla , Heredia
12.2020 - 04.2025
- Queue Triaging & Backlog Mitigation: Executed real-time queue triaging and active queue balancing across a massive 700-agent technical environment, systematically resolving staffing bottlenecks across multiple accounts (ARRIS, Vonage, UPS) to consistently drive SLAs above 95%.
- Led daily cross-functional review meetings, reducing operational shrinkage from 20% to 6% by addressing absenteeism (-50%) and abandoned calls (-30%).
- Trained and mentored cross-functional RTA teams in India and the Philippines, establishing standardized 24/7 queue monitoring and triaging protocols, reducing new-hire ramp time by 20%.
- Collaborated with India Capacity Planning division to optimize weekly and monthly staffing projections using data models from Verint and Tableau.
- Process Optimization: Automated legacy reporting frameworks, eliminating manual data entry by 75% and driving a 10% uplift in short-term forecast accuracy.
Administrative Consultant
FERNANDEZ & COMPANY
03.2017 - 12.2020
- Coordinated scheduling, documentation, and internal communications to enhance administrative workflows.
- Supported reporting and monitoring, identifying operational gaps and recommending efficiency improvements.
- Streamlined office operations by organizing documents and managing schedules.
- Coordinated meetings and prepared agendas for team discussions.
- Managed communications between departments to enhance collaboration.
Education
Bachelor's degree - systems engineering
INTERNATIONAL UNIVERSITY OF THE AMERICAS
Costa RicaBusiness Administration -
BOSTON COLLEGE UNIVERSITY
Costa RicaMicrosoft System Informatic -
BOSTON COLLEGE UNIVERSITY
Costa RicaSAS Computer Analyst -
UNIVERSITY OF BERKELEY
California, USASkills
- WFM Tools & Platforms
- NICE IEX
- Verint
- Playvox
- Avaya
- Salesforce
- CRM integrations
- Workforce KPIs
- Forecasting
- Intraday management
- SLA targets
- QA
- Shrinkage
- Absence management
- Shift swap management
- Break management
- Overtime management
- Data & Reporting
- Power BI
- Tableau
- Power Apps
- Excel
- Automated reporting
- Productivity reporting
- Leadership & Training
- Analyst training
- Mentoring
- Cross-functional teamwork
- Peak demand
Timeline
WFM Specialist
MOURI TECH
04.2025 - 04.2026
INTRADAY Analyst - WFM
MOVATE
12.2020 - 04.2025
Administrative Consultant
FERNANDEZ & COMPANY
03.2017 - 12.2020
Bachelor's degree - systems engineering
INTERNATIONAL UNIVERSITY OF THE AMERICAS
Business Administration -
BOSTON COLLEGE UNIVERSITY
Microsoft System Informatic -
BOSTON COLLEGE UNIVERSITY
SAS Computer Analyst -
UNIVERSITY OF BERKELEY