Juan Salazar Potrero

*Telat WFM Analyst| January 2022 – Now 

In this position I work designing specific projects focused in the improvement of the structure of the department for the areas of Real time, Scheduling, Planning, MIS and Process optimization related with quality, accuracy and information efficiency. Maintaining close communication with the client and enhancing the organization to implement any requirement for Inbound, Outbound, Backoffice or mixed operations. Beside that I also provide training to the newest members of the team regarding WFM KPIs, operations management, information management, reporting design for Excel/Gsheets, optimization of the communication and processes, quantitative methods and platforms usage – HC +1100 distributed among 3 different clients.

*Teleperformance WFIM Coordinator | May 2019 – January 2022

During this period, I structured onboardings for the team assuming recruitment roles, selection and training of the different areas of the department, Also I provided guidance to new coordinators. Due to the coverage needs I also supported with any requests of Real time, Planning, Scheduling, MIS and the Management of the department. This experience helped me to get involved in ramps, dimensioning, projects and implementations for B2B, retail, delivery, tourism, and financial accounts, within operations of +600 HC.

*Teleperformance MIS Specialist| December 2018 – May 2019: 

I was responsible for the operative and administrative reporting assigned to the sites using BI platforms and automating deliverables via email with excel or digital platforms with SQL Server. I had the chance to work with 4 different clients importing and building reports from EMEA & APAC locations. The team was also responsible for presenting information to the client, the managers and directors. Providing training to the final users of the information.

*Teleperformance WFM Specialist | September 2016 – December 2018: