John Christian Magno

Wanderlust; During my free time, I like to stay outdoors because nature for me is the best place to recharge; Sports enthusiast

Resource Optimization Team Lead

June 10, 2019 - present

Google Operations Center

Bonifacio Global City, Taguig, Philippines

• Makes decisions about vendors’ day-to-day operations, including management of work assignments and information between shifts as well as workload, staffing, and capacity planning approaches.
• Maintains database of vendor performance, forecast and KPI scores.
• Participates in the screening, hiring, and training of newer members to the team and department.
• Analyzes enterprise-staffing trend and recommends actions to vendors so they could meet targets and relevant KPIs.
• Analyzes intraday statistics, enterprise and vendor-specific performance, service levels, and scheduling data to recommend courses of action in balancing service levels and actual utilization in alignment with business and staff requirements.

Workforce Management Supervisor 

March 10, 2014 - June 3, 2019

VXI Global Holdings B.V.

Quezon City, Philippines

• Partakes in daily, weekly and monthly business review meetings among key stakeholders. 
• Creates and maintains a record of past staffing and volume trends, and manages these data in a workforce database system for forecast creation and business analysis.
• Manages the implementation of different programs/accounts from a forecast, capacity planning, scheduling and real-time/intraday perspective.
• Provides consultation to operations with regards to staffing and volumes, utilizing staffing models and actual trends.
• Works with operations to develop processes for shift types, vacation and other schedule exceptions strategies to ensure that client requirements are met.
• Coordinates with other departments (i.e. HR, operations) to identify hiring strategies and required tour groups for new programs and attrition replacements.
• Responsible for selecting, training, developing, and managing performance of direct reports, providing prompt and objective coaching.

Real-Time Analyst Lead

November 8, 2008 - November 9, 2013

NCO Group Philippines

Quezon City, Philippines

• Acts as the central point of contact for all workforce-related concerns including schedule exceptions and adjustments. 
• Participates in daily, weekly and monthly sync up with Operations leaders to discuss performance takeaways and provides pertinent action plans or recommendations to meet KPIs. 
• Active involvement in the hiring process/screening of new hires.
• Keeps track of subordinates’ performance record and provides relevant coaching, upskilling and/or training. 
• Reviews the process and accuracy of forecasts, capacity plans and schedules produced to further identify improvement and efficiency opportunities.
• Provides a staffing, planning and scheduling analysis on a weekly basis together with the scheduling team. 
• Works directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
• Monitors and analyzes call patterns, intra- and inter-day activity and makes adjustments as needed in real-time to ensure optimal productivity and efficiency. 
• Documents system-wide issues and prepares reports (regular and ad hoc) needed in analyzing the program’s performance. 
• Creates/modifies policies and procedures implemented in Operations. 
• Monitors call traffic to meet required call-handling, adjust call routing configurations or staffing levels on a real time basis as needed to ensure account metrics are met. 
• Pro-actively communicates and follows-up with Operations to execute all planned and real-time activities. 

Bachelor of Arts in Multimedia Studies