Giusepe Moreno

Oversee the workforce management operations for Alorica’s CX offering to our Banking & Financial Services vertical, serving 20+ of the top financial institutions in the US as well as global fintechs.

Responsible for the financial planning process of $350MM Annual Recurring Revenue for our North America region.

In my latest assignment I’m responsible for the end-to-end management of all WFM functions for 18 client accounts across multiple verticals (retail, tourism & technology) and for managing a team of over 60 employees (planners, schedulers, analysts, RTAs & supervisors) in the LATAM region.

As the head of the Command Center for one of the largest client accounts in Alorica, I managed 5 different LOBs with over 5,000 FTEs spread across 12 sites in 4 different countries. • Created real-time reporting and post-action review dashboards that are shared with Operations & Client Services Directors globally on hourly & daily basis. • Led Command Center & Real-Time Management teams comprising of 4 supervisors, 1 Sr. RTA and 38 RTAs across 3 geographies (APAC, NA & LATAM). • Assisted upper management in building proposals and models for new business development under current logo by providing estimates and assumptions for staffing, cost & revenue. • Led daily and weekly strategic calls with operations, training & client services partners to review performance, identify areas of opportunities and implement action plans to improve business outcomes.

As a Workforce & Reporting Manager I supported 3 different client accounts (finance & telecom verticals) and managed a headcount of 500+ FTEs for our Santiago site. • Provided continuous support & feedback to Operations on strategies to improve efficiencies which helped business improve Gross Profit from 5.4% to 21.2% in 2017. • Built information systems and provided detailed analysis that assisted Director & VP levels in critical decision making. • Created a Critical Success Factors (CSFs) scoreboard for our Operations partners by collaborating with key stakeholders from across the company to determine and track the most relevant KPIs. This allowed Operations to focus on a key few metrics that would have the most impact on their desired outcome. • Built and maintained an operational plan by aligning business budget and client needs to achieve mutual goals. Used outputs of plan to model financials and to forecast GP Margin, Direct Cost, SG&A, etc.

On my first position during my 7 year stint at DataVimenca I learned the value of the customer experience and the importance of excellence and performance. I demonstrated my capacity to stand out as a valuable team member and was soon granted the chance to join the Workforce Management team.

Final project on Critical Success Factors (CSFs) for Call Center Operations. Highly praised by academic staff, achieving a 95% mark.