Hiroki O
CS Workforce Management | Real Time Analyst at iHerb, LLC | Singapore, Singapore
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Hiroki O. currently serves as the CS Workforce Management | Real-Time Analyst at iHerb, LLC, where he plays a pivotal role in optimizing contact center operations to deliver exceptional customer service. Leveraging over nine years of experience in the BPO and contact center industry, Hiroki specializes in real-time monitoring, workforce planning, and performance analysis across diverse client portfolios, including e-commerce, health and wellness, global freelancing platforms, and digital entertainment sectors. At iHerb, he is responsible for analyzing staffing levels, contact volume trends, and service level metrics to ensure optimal resource allocation and adherence to SLAs. His expertise in tools such as Aspect Workforce Management (eWFM), Avaya CMS CentreVu, and Tableau enables him to generate insightful reports and dashboards that inform decision-making and continuous improvement initiatives.
In his current role, Hiroki actively manages real-time adherence (RTA) to promptly address staffing variances, ensuring service levels are maintained during peak and off-peak periods. He efficiently schedules offline activities—including team meetings, coaching sessions, and training—to align with forecasted contact volumes and operational priorities. Hiroki’s proficiency in scheduling and performance analysis supports proactive capacity planning and enhances overall contact center productivity. His strong communication skills, combined with his technical expertise in Microsoft Suites and Smartsheet, facilitate seamless collaboration with cross-functional teams and stakeholders. By continuously monitoring key performance indicators and leveraging industry best practices, Hiroki O. ensures that iHerb’s contact center operates efficiently, delivering a superior customer experience while maintaining cost-effective staffing strategies.
CS Workforce Management | Real Time Analyst at iHerb, LLC in January 2023 to Present
Workforce Management Analyst at Upwork (formerly Elance-oDesk) in January 2015 to January 2023
Central Operations Specialist (Workforce Management / Real-Time Analyst) at Starwood Customer Contact Center (AP) Pte. Ltd. in January 2012 to January 2012
Resource Center Specialist (Workforce Management / Real-Time Monitoring) at SPi Global CRM Inc. in June 2007 to August 2011
HelpDesk Escalations Specialist (Voice & Chat) / CSR (Inbound) at SPi Global CRM Inc. in April 2005 to June 2007
Data Encoder-Controller at DOTC - Light Rail Transit Authority in September 2003 to April 2005
Service Crew at Graceland Foods Inc. in January 2001 to July 2001
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AMA University, Bachelor’s Degree, October 1998 to October 2026
St. Agnes Academy, October 1996 to October 1998
Aquinas University Science Oriented High School, October 1994 to October 1996
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Workforce Management
Staffing Analysis
Reporting & Analysis
Scheduling
Real Time Monitoring
Capacity Planning
Call Centers
Aspect Workforce Management (eWFM)
Avaya CMS CentreVu
RTA (Real Time Adherence)
Analytical Skills
Data Analysis
Problem Solving
Microsoft Office
Microsoft Suites
Google Workspace
Microsoft Excel
Google Sheets
monday.com
Smartsheet
Asana
Trello
Zendesk
GoodData
Tableau
Looker (Software)
Leadership
Customer Support
Customer Service
BPO
Outsourcing
English
Tagalog (native)
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Discover more about iHerb, LLCWhat is Hiroki O email address?
Email Hiroki O at [email protected] and [email protected]. This email is the most updated Hiroki O's email found in 2026.
How to contact Hiroki O?
To contact Hiroki O send an email to [email protected] or [email protected]. (updated on March 09, 2025)
What company does Hiroki O work for?
Hiroki O works for iHerb, LLC
What is Hiroki O's role at iHerb, LLC?
Hiroki O is CS Workforce Management | Real Time Analyst
What is Hiroki O's Phone Number?
Hiroki O's phone +44 ** **** *197
What industry does Hiroki O work in?
Hiroki O works in the Outsourcing/Offshoring industry.
Hiroki O Email Addresses
Hiroki O Phone Numbers
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