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Miriam Solorzano

Miriam Solorzano

Planning Manager

Administrativo

GDL, Guadalajara

Social

Acerca de Miriam Solorzano:

  • Age: 30
  • More than 9 years’ experience in Contact Centers
  • More than 5 years’ experience in Workforce department (Planning)
  • More than 3 years’ experience in personnel management
  • More than 1 year experience in Hardware logistic for validation subsystem teams at Intel

Experiencia

Strategic Planner

Intel Mexico, Guadalajara

August 2021 – Present

  • Ensure timely execution for project milestones by taking care of Hardware (CPUs, DIMMs, Carrier, Boards…) supply logistics to the internal validation teams around the different Geos
  • Collect and enter HW demand, attend, and negotiate with supply teams in the weekly allocation meetings, digital inventory, process shipment requests to allocate the units to internal teams
  • Shipments tracking (external vendors)
  • Create processes and tools to have an effective HW ordering and distribution control
  • Develop Power BI knowledge to create and maintain indicators reports and dashboards for the different internal milestones and projects

 

Workforce (Planning) Manager

Teleperformance Mexico, Guadalajara

June 2020 – August 2021

  • Local POC from the WFM team to Operations leadership, close follow up on compliance of processes and KPIs for the assigned city and Client
  • Responsible of generate monthly provisions of our clients´ bills
  • Ensure that all locations have procurements for the needed tools (hardware and software), make sure supplies are bought on time according to our projected needs

 

Workforce (Planning) Coordinator

Teleperformance Mexico, Guadalajara

May 2019 – June 2020

  • Responsible of plan and execution activities of the long-term planning team of the Site
  • Follow up on processes and KPI compliance (Shrinkage, Attrition, Graduation Rate and Fill in Rate, etc.)
  • Active communication with internal and external Clients
  • Responsible of the accurate performance of Scheduling and Forecasting WFM team (responsible of operational employee’s schedules) 
  • Staff ratios control

 

WFM Specialist (long-term & real time teams)

Teleperformance Mexico, Guadalajara

November 2015 – May 2019

  • Ensure healthy Staffing Level projections for the long term by monitoring parameters such as Shrinkage, Attrition, Graduation Rate and Fill in Rate. 
  • Plan the new hire generations and building capacities
  • Support real time efficiency of the center auditing the programed schedules created and monitoring real time staffing levels by interval
  • Alert, communicate and execute real time plans to balance any identified risk in real time staffing levels 

Educación

Bachelor's degree in Business Administration

Universidad de Especialidades

2019 – Active

% Accomplished: 67%

 

Bachelor's degree in Engineering

Universidad de Guadalajara

2012 – 2017

% Accomplished: 93% (intern pending)

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