José Eduardo López Arias
Curridabat,SJ
Summary
Accomplished Senior Workforce Management professional with a proven track record at Kyndryl and IBM, enhancing operational efficiency by overhauling reporting systems and optimizing workforce schedules. Expert in Microsoft Excel and data analysis, I excel in mentoring teams towards achieving key performance indicators, significantly improving decision-making and employee satisfaction.
Overview
4
4
years of professional experience
Work History
Senior Workforce Management
Kyndryl
San Jose, Costa Rica (Remote)
03.2023 - Current
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Established clear performance metrics for all team members, resulting in increased accountability and improved results.
- Developed comprehensive reports for management to track key performance indicators and drive continuous improvement.
- Analyzed workforce data to identify trends and implement targeted interventions, increasing employee satisfaction.
- Conducted regular performance reviews, providing constructive feedback and promoting professional growth among staff members.
- Monitored adherence to company policies regarding attendance tracking.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Instructed senior leaders on appropriate employee corrective steps.
- Discovered and resolved complex employee issues that affected management and business decisions.
Workforce Management Analyst
IBM
San Jose, Costa Rica (Remote)
06.2020 - 02.2023
- Mentored junior analysts on best practices in workforce management analytics techniques.
- Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
- Coordinated closely with department heads to align workforce needs with business objectives.
- Developed training materials and conducted workshops for managers on best practices in workforce management.
Education
Bachelor in System Engineer - System Engineer
UAM
San Jose, Costa Rica11.2022
Skills
- Erlang C
- Call center and contact center software (five9 - avaya)
- Workforce Management software(verint - aspect - wfo)
- Microsoft Excel advance level
- Power query
- Data Analysis
- Report Writing
- Schedule Coordination
- KPI, SLA and SLO Monitoring
- Compiling Data
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Senior Workforce Management
Kyndryl
03.2023 - Current
Workforce Management Analyst
IBM
06.2020 - 02.2023
Bachelor in System Engineer - System Engineer
UAM