Anton Felix Barrios
Santa Catarina
Summary
Experienced WFM Analyst with 8+ Years of Expertise in Call Center enhancing operations for organizations through information systems solutions.
Overview
13
13
years of professional experience
Work History
Intraday Analyst – Workforce Management
Conduent
08.2024 - Current
- Monitor real-time staffing levels and adjust agent headcount every 30-minute interval to maintain service level targets and optimize productivity.
- Analyze agent availability and occupancy to pull or push headcount from queues depending on forecast variance and call volume trends.
- Track schedule adherence, late returns from breaks/lunches, and shrinkage categories (e.g., training, 1:1s, team meetings, coaching sessions).
- Generate and distribute real-time, daily, and weekly reports including absenteeism, training compliance, and staffing summaries.
- Optimize intraday scheduling components such as breaks, lunches, and coaching sessions based on staffing availability and queue demand.
- Respond to real-time schedule adjustment requests from supervisors, including unpaid time off, early releases, and PTO validations.
- Evaluate capacity to approve time-off requests (vacations, half-days) while ensuring service level consistency.
- Lead daily operations sync meetings to communicate performance from the previous day and outline staffing plans for the current day.
- Communicate special instructions to operations leadership, including recommendations for off-phone activities or maximum call coverage.
- Perform weekly updates on forward-looking staffing templates to support upcoming workforce strategy and planning efforts.
- Maintain and adapt reporting tools to reflect evolving operational needs, ensuring accuracy and relevance in decision-making.
WFM Scheduler
Sutherland
07.2023 - 02.2024
- Participated in daily meetings with clients to discuss daily plans and analyze previous day's performance metrics.
- Organized weekly staffing meetings with clients to report on the number of agents per campaign.
- Conducted weekly internal meetings with Team Managers and the Operations Manager to review highlights, create action plans, and develop strategies for addressing areas of opportunity.
- Sent hourly attendance reports detailing on-time arrivals, tardies, and absences of each agent.
- Monitored agent status in real-time, comparing it with scheduled shifts, and communicated discrepancies (e.g., excessive breaks, unauthorized team meetings) to Team Managers.
- Generated and distributed various detailed reports to summarize agent activities and performance metrics over different time periods.
- Maintained and updated performance tracking files to monitor agent adherence, call times, and various other metrics.
- Manually adjusted adherence records to account for tardies, absences, and approved leaves based on staffing needs.
- Developed and adjusted schedules for support staff, ensuring rotation and coverage.
- Produced monthly ranking files to prioritize agent scheduling based on performance, taking into account headcount requirements and call forecast data.
- Coordinated training schedules for agents, ensuring sessions were conducted efficiently without disrupting operations.
Real time Analyst
Sutherland
10.2022 - 07.2023
- Monitored agent status in real-time to ensure adherence to schedules and optimize service levels.
- Communicated discrepancies such as excessive breaks, unauthorized meetings, and deviations from scheduled activities to Team Managers.
- Generated and distributed hourly attendance reports, highlighting on-time arrivals, tardies, and absences.
- Created detailed real-time performance reports, including key metrics such as Average Handle Time (AHT) and hold times.
- Assisted in maintaining adherence records by tracking and updating tardies, absences, and deviations from scheduled activities.
- Supported Team Managers in making real-time adjustments to agent schedules based on call volume and staffing needs.
- Collaborated with the Workforce Management team to align real-time monitoring efforts with overall scheduling and staffing strategies.
- Provided timely updates and insights to Team Managers and Operations Managers to facilitate informed decision-making.
Sales and retention agent
Hexaware
12.2021 - 10.2022
- Designed and implemented customer retention strategies to increase loyalty and retain business.
- Analyzed customer feedback and negotiated with customers to implement effective retention strategies.
Workforce Management Specialist
Centris CMS
06.2017 - 11.2021
- Responsible for compliance with key performance indicators such as response times, service levels, and operational productivity, among others.
- Provided necessary reports to operations staff as well as directly to the client.
- Coordinated operations metrics in both centers, providing a general and specific view of behaviors impacting agent payroll.
- Assisted in creating schedules for agents based on call forecasting.
- Maintained direct contact with the main client during weekly meetings and delivered monthly KPIs and financial results.
- Conducted weekly analysis of metrics development and planning based on forecast.
- Provided weekly plans to supervisors to improve campaign metrics.
- Increased productivity and headcount.
- Presented monthly KPIs and financial results to the Executive Committee.
Billing Specialist
Centris CMS
02.2016 - 06.2017
- Received and sorted incoming payments with attention to accuracy and credibility.
- Managed the status of accounts and balances, identifying inconsistencies as needed.
- Issued bills, receipts, and invoices to clients or customers as required.
Technical Support Agent
Sitel
03.2015 - 02.2016
- Provided technical assistance and troubleshooting for video devices such as cable boxes, modems, and televisions.
- Made appointments for technician visits to address technical issues.
- Handled payments and resolved billing issues for customers.
Computer Repair Technician
05.2013 - 02.2015
- Repaired malfunctioning computer hardware and software, ensuring systems are returned to a usable state through diagnostic and troubleshooting procedures.
- Assisted in building and assembling personal computers, ensuring all components are correctly installed and functioning.
- Installed or replaced drives, memory, and cards as required to maintain or upgrade computer systems.
Customer Service Agent
06.2012 - 04.2013
- Provided technical assistance and troubleshooting for mobile devices.
- Handled payments and resolved billing issues for customers.
- Sold mobile packages and mobile devices to customers.
Education
Highschool -
Preparatoria #2 UAN
01.2007
Technical career - undefined
Escuela Electronica Monterry
01.2019
Skills
- KPI analysis
- Scheduling and Forecasting
- Real-time Monitoring
- Data Analysis and Reporting
- Team Coordination and Communication
- Proficiency in Workforce Management Software and Excel
- Performance Management
- Detail Oriented
- MS Excel
- Problem Solving
- Strong Analytical Skills
Languages
English
Spanish
Hobbies and Interests
- Videogames
- Streaming
- Design
- PC Building / Repair
Personal Information
Date of Birth: 02/04/90
Hobbies
Videogames
Streaming
Pc Building / Repair
Timeline
Intraday Analyst – Workforce Management
Conduent
08.2024 - Current
WFM Scheduler
Sutherland
07.2023 - 02.2024
Real time Analyst
Sutherland
10.2022 - 07.2023
Sales and retention agent
Hexaware
12.2021 - 10.2022
Workforce Management Specialist
Centris CMS
06.2017 - 11.2021
Billing Specialist
Centris CMS
02.2016 - 06.2017
Technical Support Agent
Sitel
03.2015 - 02.2016
Computer Repair Technician
05.2013 - 02.2015
Customer Service Agent
06.2012 - 04.2013
Technical career - undefined
Escuela Electronica Monterry
Highschool -
Preparatoria #2 UAN
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