Daniel Castaneda is an experienced Operational Real-Time Planning Analyst at NOW TV since January 2017, where responsibilities include coordinating with Workforce Management to maintain coverage and optimizing performance across multiple international contact centers. Prior to this role, Daniel has been a Senior Resource Planner at Lebara since December 2012, overseeing the forecasting and scheduling for a large multi-site contact center and analyzing data to enhance operational effectiveness. Daniel’s previous positions at Lebara include Supervisor of Spanish Customer Service, where management of a team of 60 advisors was conducted, as well as hands-on coaching and performance monitoring to meet KPIs. Daniel's career began as a Spanish Customer Service Advisor, focusing on customer inquiries and complaint resolution.
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