Alejandro Zbinden

- Contact for serval internal and external Departments, responsible for managing relationships with stakeholders to keep them aware of changes impacting them in terms of Staffing/Headcount - Reporting to key stakeholders and Management with WFO relevant insights. - Responsible for the Weekly Short-Term Staffing updates. Providing proactive insights about demand and supply increase or decrease.

- Determine and define project scope and objectives - Prepare budget based on scope of work and resource requirements - Develop and manage a detailed project schedule and work plan - Utilize industry best practices, techniques, and standards throughout entire project execution

- Manage staff for department level WFM and data analytics supporting all contact centers across a multi-site and multi-channel environment. - Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance.

- Update current and design new recruiting procedures (e.g. job application and onboarding processes) - Supervise the recruiting team and report on its performance - Review recruitment software and suggest the best option for company needs - Coordinate with department managers to forecast future hiring needs