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I am a results-driven Workforce Management leader with over 20 years of experience in BPO environments, progressing from Real-Time Analyst to Senior Supervisor (Deputy Manager). I have deep expertise in forecasting, capacity planning, scheduling, real-time performance management, and SLA delivery across global clients in banking, retail, healthcare, e-commerce, and financial services. I am a strong people leader with a track record of coaching high-performing teams, driving process improvements, and partnering with stakeholders to optimize operational efficiency and support business objectives. I am seeking to contribute strategic WFM leadership, data-driven decision-making, and continuous improvement capabilities to an organization focused on performance excellence and sustainable growth.…I am a results-driven Workforce Management leader with over 20 years of experience in BPO environments, progressing from Real-Time Analyst to Senior Supervisor (Deputy Manager). I have deep expertise in forecasting, capacity planning, scheduling, real-time performance management, and SLA delivery across global clients in banking, retail, healthcare, e-commerce, and financial services. I am a strong people leader with a track record of coaching high-performing teams, driving process improvements, and partnering with stakeholders to optimize operational efficiency and support business objectives. I am seeking to contribute strategic WFM leadership, data-driven decision-making, and continuous improvement capabilities to an organization focused on performance excellence and sustainable growth.

Ma Rosanne Celine Salvan Rigonan

Data Analyst, Project Manager, Graphic Designer, +3

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I am a results-driven Workforce Management leader with over 20 years of experience in BPO environments, progressing from Real-Time Analyst to Senior Supervisor (Deputy Manager). I have deep expertise in forecasting, capacity planning, scheduling, real-time performance management, and SLA delivery across global clients in banking, retail, healthcare, e-commerce, and financial services. I am a strong people leader with a track record of coaching high-performing teams, driving process improvements, and partnering with stakeholders to optimize operational efficiency and support business objectives. I am seeking to contribute strategic WFM leadership, data-driven decision-making, and continuous improvement capabilities to an organization focused on performance excellence and sustainable growth.…I am a results-driven Workforce Management leader with over 20 years of experience in BPO environments, progressing from Real-Time Analyst to Senior Supervisor (Deputy Manager). I have deep expertise in forecasting, capacity planning, scheduling, real-time performance management, and SLA delivery across global clients in banking, retail, healthcare, e-commerce, and financial services. I am a strong people leader with a track record of coaching high-performing teams, driving process improvements, and partnering with stakeholders to optimize operational efficiency and support business objectives. I am seeking to contribute strategic WFM leadership, data-driven decision-making, and continuous improvement capabilities to an organization focused on performance excellence and sustainable growth.

Available to hire

I am a results-driven Workforce Management leader with over 20 years of experience in BPO environments, progressing from Real-Time Analyst to Senior Supervisor (Deputy Manager). I have deep expertise in forecasting, capacity planning, scheduling, real-time performance management, and SLA delivery across global clients in banking, retail, healthcare, e-commerce, and financial services.

I am a strong people leader with a track record of coaching high-performing teams, driving process improvements, and partnering with stakeholders to optimize operational efficiency and support business objectives. I am seeking to contribute strategic WFM leadership, data-driven decision-making, and continuous improvement capabilities to an organization focused on performance excellence and sustainable growth.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

Sr. Supervisor, WFM (Deputy Manager) at Concentrix CVG (BPO) (Formerly IBM)

January 1, 2010 - December 31, 2025

Oversee and optimize the workforce management team to ensure efficient operations, high productivity, and adherence to service level agreements. Manage forecasting, scheduling, real-time monitoring, and performance analysis to meet business objectives and client expectations. Lead client programs for JPMorgan Chase UK and Lowe’s (2022-2025).

Supervisor, WFM at Lloyds Banking, Greendot

January 1, 2019 - December 31, 2022

Lead, coach, and develop a team of WFM employees to achieve performance targets. Manage staffing levels, optimize schedules, analyze workforce metrics, identify trends, and generate reports to support decision-making. Identify and implement improvements to WFM processes and procedures.

Resource Planner, WFM at Amazon, AETNA, COBRA Reporting - Central Command Center

January 1, 2015 - December 31, 2019

Forecast future resource needs based on project timelines and business demands. Evaluate available resources and projected workload to identify gaps or overutilization. Assign resources and track utilization; provide reports and identify areas for improvement.

Real Time Analyst, WFM at CITI

January 1, 2010 - December 31, 2015

Monitor deviations from planned performance in real-time, including staffing levels and adherence. Analyze data to identify concerns and provide recommendations to adjust schedules or processes to improve efficiency.

Command Center Coordinator (WFM) at Equifax – Credit Reporting Agency

January 1, 2005 - December 31, 2008

Analyze workforce data, conduct forecasting, and identify patterns to optimize staffing and scheduling. Generate reports on performance and collaborate with operations to align WFM practices.

Command Center Coordinator (WFM) at GMAC Mortgage Customer Service

January 1, 2008 - December 31, 2010

We analyze data, develop staffing strategies, and implement WFM practices to enhance productivity and efficiency. Continuously monitor performance metrics and adjust staffing in real-time to accommodate fluctuations in demand.

Senior Supervisor, Workforce Management (Deputy Manager) at Concentrix CVG (BPO) – Formerly IBM

January 1, 2022 - December 31, 2025

Led end-to-end WFM operations including forecasting, capacity planning, scheduling, and real-time management to consistently meet SLA and business targets. Oversaw performance analysis and workforce optimization strategies to improve productivity and service delivery across multiple client programs. Partnered with operations and senior stakeholders to align staffing strategies with business demand and client expectations. Coached and mentored WFM leaders and analysts, supporting succession planning and team capability growth.

Supervisor, Workforce Management at Concentrix CVG (BPO) – Formerly IBM

January 1, 2019 - December 31, 2022

Led, coached, and developed a team of WFM professionals to achieve operational KPIs and service level commitments. Managed staffing models, schedule optimization, and coverage planning to support fluctuating demand. Analyzed workforce data and trends to support decision-making and continuous process improvement initiatives. Collaborated cross-functionally to deliver critical assignments and improve WFM processes and reporting accuracy.

Resource Planner, Workforce Management at Concentrix CVG (BPO) – Formerly IBM

January 1, 2015 - December 31, 2019

Forecasted and planned resource requirements based on business demand, project timelines, and operational needs. Evaluated capacity versus workload to identify gaps, risks, and optimization opportunities. Tracked resource utilization and performance, providing insights and recommendations to improve efficiency and allocation.

Real-Time Analyst, Workforce Management at Concentrix CVG (BPO) – Formerly IBM

January 1, 2010 - December 31, 2015

Monitored real-time operational performance, including staffing levels, call volumes, and schedule adherence. Identified performance deviations and recommended real-time adjustments to maintain service levels. Supported operational efficiency through data analysis and timely reporting.

Command Centre Coordinator (Workforce Management) at SYKES Enterprises (BPO) – Formerly ICT Marketing Services, Inc.

January 1, 2008 - December 31, 2010

Analyzed workforce data and developed staffing strategies to improve productivity and operational efficiency. Monitored real-time performance metrics and adjusted staffing to respond to demand fluctuations and unexpected events.

Command Centre Coordinator (Workforce Management) at SYKES Enterprises (BPO) – Formerly ICT Marketing Services, Inc.

January 1, 2005 - December 31, 2008

Forecasted and workforce analyzed to optimize staffing and scheduling. Generated performance reports and communicated insights to stakeholders to support operational alignment.