Jorge Becerra
Waddell
Summary
Dynamic and results-driven Manager with extensive experience in Workforce Management for contact centers, designing, implementing, and evaluating workforce programs to drive organizational success. Proven track record of building and managing successful initiatives to enhance employee development, engagement, and retention. Excellent leadership and communication skills, coupled with a strategic mindset, to effectively collaborate with stakeholders and drive positive outcomes. Passionate about creating a diverse, inclusive, and high-performing work environment through innovative workforce solutions.
Overview
18
18
years of professional experience
Work History
Manager, Workforce Programs
Samsara
12.2022 - Current
- Manage a team of 5 direct reports responsible for all facets of workforce management and contact routing within the Samsara Customer Support/Tech Support ecosystems
- Stood up workforce management program from scratch via establishment of workforce management pillars: Scheduling, Real Time, Forecasting, Capacity Planning
- Improved service level by +20% through right sizing of level 1 Tech Support LOB within 3 months of joining Samsara
- Responsible for service level and staffing within the entire 24/7 contact center
Capacity Planning Lead Analytics Consultant
Wells Fargo
08.2022 - 12.2022
- Long Term Capacity Planning for Consumer and Small Business LOBs consisting of 5,500+ front-line agents
- Responsible for improving current capacity plan models and for establishing uniform workflow SOPs.
Long Term Planning Analyst
Block - Cash App
03.2022 - 08.2022
- Responsible for establishing long-term capacity plans detailing staffing needs aligned to service level goals for six LOBs within the Cash Customer Operations network
- Distributed daily call volume forecasts to short-term planning team to create front-line schedules aligned to workload demand within the contact center.
Supervisor, Workforce Management
Arizona Public Service Co
12.2019 - 02.2022
- Managed WFM team of 8 direct reports responsible for driving intraday Service Level, labor scheduling optimization, and Short-Term/Long-Term Forecast & Capacity Planning for the APS contact center
- Established Forecasting and Capacity Planning function for the APS contact center for 5 LOBs
- Led the expansion of moving into a 24/7 environment from a fixed hours of operations model
- Led Vendor Management function for outsourcing % of call volume to BPO Partner.
Senior Capacity Planner
USAA
06.2016 - 12.2019
- Led Capacity Planning pod consisting of 5 individual contributors responsible for Forecasting workload, schedule optimization & annual bids creation, and Real Time Management of workforce for Financial Advice and Solutions contact center, consisting of 200+ front-line agents.
- Former capacity planner for New Member Solutions and Divorce LOBs
Senior Business Analyst
American Express
05.2015 - 06.2016
- Produced staffing needs aligned to workload demand for Mexico and Argentina Merchant & Corporate Services clients by optimizing staffing levels through schedules aligned to call arrival patterns and by leveraging opportunities in performance to mitigate service level risks in a global, multi-site, and multi-skilled contact center consisting of 200+ front-line agents.
Senior Resource Management Analyst
Verizon Wireless
02.2007 - 05.2015
- Responsible for West Area contact centers' forecasting of call volume, Average Handle Time, validation of Shrinkage, and for capacity planning for a total of 1,200+ front-line agents.
Education
Associate of Science - Engineering (Pre-Engineering)
Maricopa Community Colleges - Glendale Community College
Glendale, AZ05.2025
Skills
- Workforce Management
- Contact center routing (Twilio/Cisco/Zendesk)
- Call flows/ACD scripts/IVR
- Leadership
- Microsoft Excel
- Data Modeling
- Key Performance Indicators
- Strategic Planning
Languages
Spanish
Native or Bilingual
Timeline
Manager, Workforce Programs
Samsara
12.2022 - Current
Capacity Planning Lead Analytics Consultant
Wells Fargo
08.2022 - 12.2022
Long Term Planning Analyst
Block - Cash App
03.2022 - 08.2022
Supervisor, Workforce Management
Arizona Public Service Co
12.2019 - 02.2022
Senior Capacity Planner
USAA
06.2016 - 12.2019
Senior Business Analyst
American Express
05.2015 - 06.2016
Senior Resource Management Analyst
Verizon Wireless
02.2007 - 05.2015
Associate of Science - Engineering (Pre-Engineering)
Maricopa Community Colleges - Glendale Community College
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