Fredrich Barangan

MIS manager (workforce manager) at Techmahindra Ltd.

• Philippines
• My current job since January 2015

workforce manager at Teleperformance (prev Aegis Global)

• Philippines
• December 2013 to January 2015

Resource planning Workforce Manager at Sutherland Global Services

• Philippines
• October 2012 to July 2013

Manages workforce functions along 3 sites. Oversees forecasting and scheduling of wfm analysts and data mining of reports analyst for various programs. Handles capacity planning for midterm or longterm basis based on client needs and site allocation.

Workforce Management Lead / Supervisor at Alta Resources Philippines

• Philippines
• February 2009 to October 2012

Leads a team of workforce analyst .
Enter agent staffing exceptions/change into Excel spreadsheet daily or weekly, as determined by client
Update personal account balances bi-weekly in Aspect eWorkforce Management
Update key workforce management metric tracking spreadsheets on shared drive for all client teams
Daily call volume and handle time updates in Aspect eWorkforce Management for client teams
Intermediate to Advanced MS Word, Excel and Outlook as well as Aspect eWorkforce Management Software.
Monitors schedule adherence, notifies the operations team when agents are out of adherence.
Monitors the sites absence line, note calls on exception log and enters segments into eWFM.
Creates forecasts daily AHT and FNCO in eWFM.
Processes requests for time off.
Processes requests for permanent and temporary schedule changes and trades.
Schedules off phone activities (project up-training, team meetings, coaching sessions, etc).
Removes schedules and update employee information for terminated employees.
Updates employees information and/or schedule for employees changing status or on LOA.
Possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Operations Support Specialist at Teletech

• Philippines
• February 2007 to January 2009

Responsible for the operational services delivered by the team. Assists in developing or evolving operational processes around Customer Support, Production Incident, Service Management reporting, etc. Assigns work to team members, monitor quality of work products, & provide direct feedback and coaching. When necessary, also need to step in and assist in problem diagnosis/troubleshooting. Interfaces with manager-level clients to prepare for and participate in status and service management reporting discussions, to communicate and/or escalate issues, etc. Also has experience with the Application Development and Maintenance lifecycle, preferably for .net based and/or web-based applications. Was able to work directly with client IS and business personnel as well as with offshore Accenture team members

Senior technical Support Associate at Dell International services

• Philippines
• July 2006 to January 2007

-Serves Dell customers and assists in troublehooting Hardware issues
-Creates dispatches for warrantied account and track down on shipping
-Made sure that customers issue is resolved and creates ownership on each issue.

Team Leader/Supervisor at Convergys Phils., Inc

• Philippines
• February 2005 to July 2006

Supervise a team of 20 agents
Handles Sprint together with Nextel accounts managed by IBM.
Utilize coaching skills in relation to quality and adherence
Monitors agent calls and made sure customer is given satisfaction on all calls
Accepts escalated calls and resolves the issue
Rates the performance of all agents as to company standards
Produce quality calls and assist in the improvement of all agents

Production Supervisor at Cirimar Labs., inc

• Philippines
• May 2003 to February 2005

 Reports directly to the Production Manager
 Reviews and evaluates the development of producing goods with respect to their quality and technical aspect in the whole production are with the recommendation from QA and R&D.
 Implemented training course for new recruits — speeding profitability.
 Responsible for the maximum utilization of raw materials, machine and manpower allocation for the immediate serving of all orders.
 Responsible for the efficiency and productive operation of production workers with respect to schedules, methods and standards.
 Exercise general control over all rank and file employees in the section, in all matters pertaining to work performance, behavior, discipline and safety house keeping.
 Initiates cost reduction, work improvement programs and manpower planning to production through the development and the improvement of existing processes and system.
 Maintains GMP or its equivalent and makes sure it is strictly implemented.
 Responsible for the effective and efficient management of supply chain that includes effective acquisition and continuous replenishment of products, MRP, MPS and efficient warehouse and distribution management.
 Established a Continuous Replenishment System that is demand driven and synchronous.
 Established an effective Materials Requirement Plan.

Chief Administrator at Universal Capsules Phils

• Philippines
• April 2002 to May 2003

 Reports directly to General Manager.
 Directs the administrative and logistics department.
 Responsible for the effective and efficient flow of product goods through importation.
 Established an effective customer relation via sales and marketing strategies.
 Built a reliable customer base for local market purchases.
 Established a reliable base of logistics service provider in the delivery of products especially to far-flung areas.
 Assist in the distribution of products based on client requirements and proposed various marketing techniques and increase sales.
 Handles all administrative works from manpower sourcing to customer demands management.