Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Nikolay Koichev

Sofia

Summary

Dynamic Shift Leader with a proven track record of enhancing team performance through meticulous task review and quality assurance. Recognized for fostering a collaborative and motivating environment while effectively coaching and training employees to maximize productivity. Consistently acknowledged for dedication, attention to detail, and a strong commitment to achieving organizational goals. Passionate about driving team success and delivering exceptional results in fast-paced settings.

Overview

9
9
years of professional experience

Work History

Workforce Management Shift Supervisor

ARRISE
05.2025 - Current
  • - Supervise real-time workforce operations for over 200 employees on shift., ensuring SLA adherence, optimal shift coverage, and compliance with labor regulations.
  • - Monitored and tracked team KPIs to ensure alignment with business objectives.
  • - Implement data-driven workforce planning strategies to maximize staffing efficiency and reduce overtime costs.
  • - Coordinate cross-functional collaboration between WFM specialists HR, Training department and senior leadership to ensure business continuity and operational alignment.
  • - Utilize forecasting and capacity planning tools to anticipate and resolve scheduling conflicts.
  • - Coach and mentor workforce team members, driving performance improvements and employee engagement.
  • - Conduct root cause analysis for staffing issues and recommend strategic process improvements.

Workforce Management Specialist

ARRISE
06.2024 - 05.2025
    • - Designed and optimized workforce schedules for 100+ employees using advanced WFM software.
    • - Analyzed real-time demand trends to make dynamic adjustments, ensuring operational readiness.
    • - Maintained KPI dashboards and tracked shift adherence and attendance metrics.
    • - Collaborated with shift managers and department leads on shift planning and escalation handling.
    • - Supported SLA compliance through proactive shift pattern adjustments and reporting automation.

Data Analyst

MYX
01.2022 - 06.2024
  • - Produced automated business intelligence reports and client dashboards with a focus on KPI tracking.
  • - Performed root cause analysis and ad hoc data modeling to support operational strategies.
  • - Conducted data validation and QA for all customer-facing deliverables.
  • - Led training sessions for new analysts, supporting continuous improvement in data workflows.

Resource Scheduler

ISG Technology
09.2020 - 01.2023
  • - Managed technician dispatch logistics, reducing delivery costs through optimized resource allocation.
  • - Scheduled engineers based on geographical coverage and technical skill sets using custom scheduling tools.
  • - Monitored compliance with SLA requirements and facilitated performance escalations when necessary.
  • - Improved service delivery timelines through proactive planning and collaboration with customer support.

Technical Field Sales Representative

Sutherland Global
11.2019 - 10.2020
  • - Delivered technical product demonstrations, matching solutions to client business needs.
  • - Built and retained long-term client relationships by maintaining proactive communication.
  • - Conducted market analysis and cost-benefit reviews for sales optimization.

Production Planner

IOLIT OOD
09.2018 - 11.2019
  • - Coordinated end-to-end production scheduling, including manpower and raw material planning.
  • - Improved output quality and reduced delays by streamlining logistics and supplier communication.
  • - Ensured adherence to production KPIs through daily tracking and quality control processes.

Buyer and Acceptation Coordinator

TeleTech Holdings, Inc.
07.2017 - 09.2018
  • - Processed replacement part orders through SAP and global vendor portals.
  • - Managed inventory tracking and shipping logistics to ensure client satisfaction.
  • - Delivered proactive updates to clients and resolved post-order support issues.

Business Process Management Administrator

TeleTech Holdings, Inc.
08.2016 - 07.2017
  • - Administered SharePoint systems and platform access for operational efficiency.
  • - Supported documentation and compliance reporting for internal audit readiness.

Education

Bachelor of International Economic Relations - International Trade, Marketing Management, Trade Negotiation, Business Communication, Macroeconomics

Academy of Economics "D.A. Tsenov"
Svishtov
04.2016

High School Diploma - Humanities and Arabic Studies

High School "William Gladstone"
Sofia
01.2012

Skills

  • - Organizational & Leadership Skills
  • - Scheduling coordination for over 1200 employees
  • - Expert in scheduling optimization and team management
  • - Workforce analytics, SLA adherence, KPI reporting, escalation management
  • - Experienced in process improvement, and meeting deadlines under pressure
  • - Tools: Salesforce, SAP, SharePoint, Microsoft Excel, Power BI
  • - Strong interpersonal communication and cross-functional collaboration skills
  • - Certified Six Sigma Green Belt

LANGUAGES

Bulgarian - Native
English - C2 (Proficient in listening, reading, speaking, and writing)

Timeline

Workforce Management Shift Supervisor

ARRISE
05.2025 - Current

Workforce Management Specialist

ARRISE
06.2024 - 05.2025

Data Analyst

MYX
01.2022 - 06.2024

Resource Scheduler

ISG Technology
09.2020 - 01.2023

Technical Field Sales Representative

Sutherland Global
11.2019 - 10.2020

Production Planner

IOLIT OOD
09.2018 - 11.2019

Buyer and Acceptation Coordinator

TeleTech Holdings, Inc.
07.2017 - 09.2018

Business Process Management Administrator

TeleTech Holdings, Inc.
08.2016 - 07.2017

Bachelor of International Economic Relations - International Trade, Marketing Management, Trade Negotiation, Business Communication, Macroeconomics

Academy of Economics "D.A. Tsenov"

High School Diploma - Humanities and Arabic Studies

High School "William Gladstone"

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