William Vargas

Background

About William Vargas

In July 2018, marked a shift in my career path. Another opportunity arose with a different company, where I assumed the role of QA/Compliance within the Center of Excellence Team of the WFM Department. Although titled as WFM Analyst 1, my team's scope extends globally, overseeing workforce analysts and associates. In this role, I ensure adherence to WFM SOPs and COPC standards through weekly audits, particularly for accounts undergoing COPC Audit Certification. Audits encompass all aspects of WFM processes, from forecasting and capacity planning to scheduling and real-time adherence. Additionally, I contribute to SOP validation, creation, or modification, offering guidance to establish best practices and guidelines for account success. Responsibilities within the COE Team are comprehensive: • COPC Audit Support: Conducting internal audits to ensure compliance with SOPs and work instructions. After audits, providing timelines for addressing any findings or recommendations. • Quality: Validating processes against COPC standards and overseeing the creation and maintenance of SOPs and manuals. • Training, Development, & Process Improvement: Collaborating with teams to achieve compliance goals and offering assistance as needed. Participating in the development and implementation of new processes and improvements. • RFP (Request for Proposal): Creating staffing requirements for new and existing clients by forecasting headcounts and validating staffing needs based on various factors. • Adhoc: Assisting other accounts with process improvements, reports, scheduling, capacity planning, and maintaining a Microsoft Power Automate system for process enhancement. Overall, my role involves ensuring adherence to standards, driving process improvements, and providing support across various WFM functions to optimize performance and achieve client objectives. Upon being promoted to WFM Senior Analyst, my responsibilities expanded significantly. I became the primary point of contact in the absence of my senior manager, entrusted with overseeing the team and addressing campaign-related concerns and issues. In this capacity, I provided guidance and support to analysts under my manager's supervision, ensuring the smooth execution of tasks and responsibilities. Additionally, assisted the team in accomplishing their objectives, lending a hand wherever needed to maintain operational efficiency and effectiveness. This role required a blend of leadership, communication, and problem-solving skills to effectively manage team dynamics and ensure continuity in campaign operations.