Excel
Luis Eduardo Monroy
Workforce Management || Human Resources Data Analyst
Jocotenango
Summary
Detail-oriented and analytical professional with over 6 years of experience in Workforce Management and HRIS, specializing in reporting, forecasting, scheduling, and real-time operations. Proven ability to lead cross-functional teams, optimize reporting processes, and present actionable insights to senior leadership and clients. Skilled in tools such as Excel (certified), Power BI, Workday, and Looker Studio. Bilingual in Spanish (native) and English (advanced), with strong communication and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
2
2
Languages
Work History
Assistant Manager, HRIS
Everise Inc
07.2023 - Current
- Designed and maintained HR dashboards and reports tracking key metrics, such as focus groups, surveys, time logs, leave balances, document signing, and training compliance.
- Streamlined reporting processes for HR, Payroll, and Facilities significantly reduce turnaround time and improve data accuracy.
- Delivered clear and visually impactful presentations of HR insights to senior leadership, including directors, and vice presidents.
Workforce, Real Time Analyst | Resource Planner
IntouchCX
09.2023 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- As a Resource Planning Intern, I forecasted workload volumes and assisted in staffing plans to meet business requirements.
Workforce, Assistant Manager
Everise Inc
07.2022 - 07.2023
- Led and monitored a team of 20 analysts across key Workforce Management functions, including planning, scheduling, real-time monitoring, and reporting.
- Conducted demand forecasting and capacity planning to ensure operational efficiency and service-level achievement.
- Presented workforce plans and performance outcomes to operations leadership and external clients, supporting strategic alignment and transparency.
Workforce Supervisor
IntouchCX
01.2022 - 07.2022
- Supervised a team of 10 analysts across planning, scheduling, real-time, and reporting functions, ensuring consistent support to operations.
- Led the integration of new workforce management tools, such as IEX, improving scheduling accuracy and efficiency.
- Automated key reporting processes to reduce manual workload and enhance productivity across the Workforce team.
Workforce, Resource & Capacity Planner
IntouchCX
01.2021 - 01.2022
- Collaborated with cross-functional teams to align goals and ensure project success.
- Forecasted and planned staffing requirements across multiple clients, ensuring alignment with service level goals, and budget constraints.
- Led global resource planning efforts for a key client, covering both internal operations and those of a partner BPO.
- Coordinated hiring classes in collaboration with HR, Talent Acquisition, Operations, and Training teams to ensure timely staffing, and operational readiness.
Workforce, Scheduling Specialist
IntouchCX
07.2020 - 01.2021
- Created and maintained agent schedules, ensuring compliance with local labor laws, and internal company policies.
- Conducted staffing plans at the interval, daily, and weekly levels to align with forecasted demand and operational goals.
- Coordinated training sessions, coaching, and breaks in collaboration with Operations, Training teams, and external clients.
Workforce, Real Time Analyst
IntouchCX
06.2018 - 07.2020
- Monitored live performance metrics to ensure service-level goals across multiple lines of business.
- Executed real-time skill changes and staffing adjustments based on intraday trends and operational needs.
- Collaborated with Operations teams through live calls to align on immediate actions and maintain performance stability.
- Prepared and maintained reports, dashboards and monthly packages.
Education
Bachelor - Psychology
Universidad Rafael Landivar
Guatemala 05.2001 -
High School Diploma -
Colegio La Salle
Guatemala 05.2001 -
Software
Google Workspace
Power BI
Looker Studio
Workday
Certification
Microsoft Office Specialist: Excel Associate (Office 2019)
Timeline
Workforce, Real Time Analyst | Resource Planner
IntouchCX
09.2023 - Current
Assistant Manager, HRIS
Everise Inc
07.2023 - Current
Microsoft Office Specialist: Excel Associate (Office 2019)
01-2023
Workforce, Assistant Manager
Everise Inc
07.2022 - 07.2023
Workforce Supervisor
IntouchCX
01.2022 - 07.2022
Workforce, Resource & Capacity Planner
IntouchCX
01.2021 - 01.2022
Workforce, Scheduling Specialist
IntouchCX
07.2020 - 01.2021
Workforce, Real Time Analyst
IntouchCX
06.2018 - 07.2020
Bachelor - Psychology
Universidad Rafael Landivar
05.2001 -
High School Diploma -
Colegio La Salle
05.2001 -
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