MARCO MUNOZ SR.

• Audited payroll timecards for agents to confirm absence of missing punches
• Notified agents to revise or add timecards in cases of missing punches
• Managed administrative staff and trained new hires on office procedures and policies.
• Ensured accurate timekeeping records were kept in accordance with company policy.
• Provided guidance and support to managers on proper scheduling techniques.
• Facilitated regular meetings with department heads to review staffing needs.
• Collaborated with management to forecast future staffing needs effectively.
• Utilized scheduling software to manage team assignments and availability.
• Created reports to track workforce trends and operational efficiency.
• Analyzed workforce data to optimize staffing levels and schedules.

Managed, controlled, and enhanced activities pertaining to emergency department, URCC.

• Coordinated scheduling for employees to enhance operational efficiency and coverage.
• Monitored real-time performance metrics to identify trends and recommend adjustments.
• Collaborated with cross-functional teams to align workforce strategies with business goals.
• Evaluated processes to streamline workflows and enhance workforce productivity at Best Buy Health.
• Streamline break/lunch schedules for next day to address staffing shortages
• Streamlined overtime processes through evaluation of staffing variances to determine required agent approvals for OT.
• Process shift swaps, vacation requests, holiday requests, or any scheduling requests
• Deliver final attendance records from previous day to HR.
• Schedule DSS and Pendings schedule
• Schedule online training modules or in-class training
• Forecast and schedule generation
• Add/remove any agents, update team changes, rotating patters and skills into Genesys Prem.
• Oversaw data entry of all active URCC agents into shift differential spreadsheet for designated pay-period

• Provide timely feedback to Customer Care and Dispatch Operations Supervisors /
  management regarding threshold violations and daily phone activity
• Monitor daily phone activity to ensure proper agent staffing levels
• Monitor overall phone traffic.
  Made changes (as approved by Customer Care or Dispatch management) to agent skill sets or call routing to most appropriately address incoming call volume
• Perform data analysis of all available phone statistics to identify trends.
  Sorted data and provided ad-hoc phone reports as needed to management
• Provide staffing /
  scheduling recommendations to Customer Care and Dispatch management teams
• Provided general support and assistance to internal and external customers as needed
• Approve/Deny vacation requests from agents