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0-5 years of experience
Responsible for scheduling and forecasting inbound call volume and average handle time for multi-site and multi-skill inbound contact centers consisting of over 600 seats. Responsible for providing staffing, scheduling and overtime needs for three national contact centers
- Responsible for cross-functional team management and development of 12 national workforce management staff
- Development of numerous cost reduction strategies with a combined annual cost savings of over $125K
- Developed reporting tools to capture and centralize statistical call center data from multiple systems, resulting in cost reductions in excess of $400K
- Achieved an ROI of $780K within 6 months through the implementation of the WFM tools, and effective standard operating processes and procedures
- Created and implemented new call flow and queuing strategies in order to optimize resources, resulting in increased multi-skill efficiency, agent utilization, and decreased staffing costs of over $800K
- Improved department adherence from 70% to a consistent 90% by driving best practice processes through continuous education, focus groups, employee recognition programs, and gaining buy-in at an agent level allowing for the successful deployment and WFM operational practice
0-5 years of experience
Managed Workforce Management forecast activities for an organization that represents 11 million calls per year and an employee base of 1,200 with an accuracy rate of 90%.
- Led an organization through transition from 5 campaigns to 1 campaign, in order to leverage company scale and minimize Service Level dips.
- Led and facilitated network wide initiatives, national projects and meetings which streamlined processes and work efforts across the entire organization.
- Effectively managed, coached and supported a virtual team of 45, while contributing to team member engagement.
- Drove continuous improvement across all contact center locations, through improved collaboration and identified growth opportunities.
- Won the 2014 Raise the Bar Award in H1 for leading national contingency efforts and assisting with service level stabilization across the business.
0-5 years of experience
Tracked, analyzed and delivered to senior management accurate call volume, service level statistics, staffing plans and resource requirements to enable optimal operations in a 100 employee call center.
- Designed, implemented and managed an efficient workforce scheduling process that met the needs of agent and senior operational leaders.
- Created, built and implemented a pay for performance plan that increased revenue by 500k the first year, affording performance based bonuses to employees and significantly increasing morale.
- Created and validated ongoing staffing models to ensure service level targets consistently met; maintained a 97% average answer rate and 90% service level over the last three years in an industry where 80% is the norm.
- Built and instituted scorecard program for each agent that provided tangible performance results.
- Accurately forecasted and determined future staffing needs based on business plans and expected call volume.
- Defined appropriate skill-sets needed in recruiting; worked closely with the Director of Operations to ensure suitable hiring and training.
- Created optimal agent schedules based on volume forecasts, training goals, vacation plans, etc.
0-5 years of experience
Managed team of Real Time Analysts for temporary Census project. Responsible for 300+ Agent schedules and managing team of five RTA Specialists while tasked to deliver high performance results for IBM client
- Managed to 95% or better Schedule Adherence
- Finished in top two of ten Workforce teams for Census project meeting goals as assigned by the Dept of Commerce
- Provided staffing rosters for IBM/Dept of Commerce Client to maintain integrity in clearanced staff
- Successful ramp and closure of the project from start to finish of Census project as it pertained to IBM
- Maintained a lower than 15% attrition rate for project entirety
0-5 years of experience
Revamped staffing on AT&T, Frontier, and Centurylink businesses to promote growth through volume forecasting.
- Encouraged higher agent productivity through education and creation of contests.
- Increased profitability by staffing based on sales costs and marketing costs.
- Launched two businesses, which have grown from 20 agents to 50 and 100 agents respectively.
- Trained associates on job responsibilities, volume forecasting, and agent productivity coaching's.
6-10 years of experience
Lead contributor to the development of a strategic workforce plan for a global program of 1850 in 45 different countries.
- Developed and implemented staff transition to low cost countries resulting in an annual savings of $5M per year.
- Designed and implemented key process improvements including resource approval, staff cost management, succession and redundancy plans, role delineation, and employee reviews.
- Established standard time recording and verification process resulting in an annual savings of $6M per year.
- Created action plans for improved facilities coordination, build out planning, organization restructuring, vendor negotiations, and contract management.
0-5 years of experience
Managed team of Real Time Analysts for temporary Census project. Responsible for 300+ Agent schedules and managing team of five RTA Specialists while tasked to deliver high performance results for IBM client
- Managed to 95% or better Schedule Adherence
- Finished in top two of ten Workforce teams for Census project meeting goals as assigned by the Dept of Commerce
- Provided staffing rosters for IBM/Dept of Commerce Client to maintain integrity in clearanced staff
- Successful ramp and closure of the project from start to finish of Census project as it pertained to IBM
- Maintained a lower than 15% attrition rate for project entirety
0-5 years of experience
Directed all operational and administrative functions of a Workforce Management Team that supported Call Centers in Des Moines, Iowa and West Chester, Pennsylvania. Sites included approximately 100 representatives.
- Provided Staff Planning and Analysis. Volumes increased due to integration of customers from a merger and from increased sales.
- Achieved Service Levels of 80% of calls answered in 20 seconds.
- Evaluated and Implemented Workforce Management software.
- Managed staff planning for reorganization of Call Center from West Chester to Des Moines. Transition was completed on time.
- Utilized Nortel and Lucent ACD software and Blue Pumpkin Workforce Management software.
0-5 years of experience
Created weekly work schedules for 100 agents on 7 different teams between 2 call centers.
- Maintained multiple databases/programs to route calls to appropriate agents.
- Managed call center service level metrics for all agents and exceeded service level requirements.
- Proactively planned, scheduled and conducted training classes to ensure proper service level in light of varying attrition levels.
- Assisted in selection of agents for a Preferred Team and developed many additional services to offer customers.
- Collaborated with IT to design and test routing strategies for the Intelligent Router.
- Created test scenarios and participated in User Acceptance Testing for the call center's Disaster Recovery plan.
0-5 years of experience
Manage a team responsible for residential and business departments achieving service level, average speed of answer, shrinkage, occupancy, average handle time, schedule adherence, attrition and staffing goals.
- Produce executive level reporting and analysis for all internal and outsourced call centers covering site workloads, productivity, service levels, staffing, and financial metrics.
- Direct all site hiring by forecasting attrition, promotions and global needs for each line of business.
- Developed a focus on schedule adherence misses by communicating the root causes and simple solutions to both site leadership and front line employees resulting in a $300,000 year over year increase in site efficiency.
- Improved the workforce team's email response time by 30%.
- Reduced total site shrinkage by 1.3% despite an 8700 hour increase in new hire training year over year.
- 15% AHT reduction and 24% ACW reduction in site year over year.
0-5 years of experience
- Establish and maintain relationships with other staffing agencies and organizations in community to meet community needs and to ensure that services are not duplicated.
- Prepared and maintained records and reports, such as budgets, personnel records, or training manuals.
- Took disciplinary action to address performance/attendance issues with additional coaching/mentoring to increase performance. 15-20%
- Managed and influenced a staff of 75 Customer Service Representatives/25 Administrative Personnel, preparing work schedules and assigning specific duties.
- Collaborated with manager or other supervisors to stay informed of changes affecting operations.
6-10 years of experience
Coordinated support schedules for multiple international product groups/support levels
- Developed Continuous Improvement Workshops for WFM team to move toward more consistent procedural methodology.
- Created system for updating team, product and support level changes.
- Collaborated with Human Resources to restore discrepant PTO balance information
- Delivered >2000 Daily Attendance and >3000 Intraday Timeline reports over six hears
0-5 years of experience
Northern Illinois Regional Manager of Workforce Development responsible for managing two compliance monitoring teams, coordinating the State's rapid response to mass layoffs, and overseeing state and federal grants
- Worked with companies to develop customized workforce development strategies
- Authored monitoring instruments and protocols to assure compliance with state and federal regulations
- Developed procedures and managed the administration of the Trade Adjustment Assistance Act Program in Northern Cook County
- Provided training resources and technical assistance to staff and grantees.
- Developed and coordinated summer youth and veteran's training programs
0-5 years of experience
Provide project management and training development to ensure my agents provide world- class customer service.
- Lead a customer service team of 15-20 in the delivery of sales for dental implant patients. Provided strategic leadership, training, and motivation to ensure quality and productivity in the servicing of 75 calls per day.
- Manage implementation of policies/ procedures, including patient escalation and problem-solving processes.
- Identified data trends that contributed to prevention of potential call volume flow issues and improved customer satisfaction by thorough analysis of real time/historical data.
- Manage and create schedules for all of our 57 Call Center employees.
- Audit patient calls team organization and provided individualized coaching where needed.
- Facilitated pre-shift meetings with customer service teams, improving focus on quality standards.
0-5 years of experience
Managed hiring, training and implementation of over 100 employees in 30 days
- Forecasted revenue and labor on a monthly basis for over 300 individual clients
- Created weekly schedules for over 200 employees, across 10 skill sets and 6 departments
- Assessed on a daily basis the need for overtime or hour reduction
- Increased efficiency to ensure a lower percentage of revenue was spent on labor while exceeding client
- Created and maintained tools for forecasting, scheduling and daily labor management
0-5 years of experience
Managed Workforce Management department for a 1000+ person call center.
- Supervised 10 exempt Team Leaders & 26 non-exempt WFM analysts.
- Directed the Staffing & Scheduling team, which coordinated all call center employee schedules, team assignments, meeting/training times, & time-off requests.
- Managed Traffic Desk/Mission Control team, which monitored all call volume, service levels, & call routing for the contact center.
- Supervised Payroll team with responsibility for all CC employee paychecks.
- Oversaw Compliance Assistants Team, which audited all employees' metrics.
- Managed Short Term Disability coordinators, who were responsible for all FMLA & STD approvals.
- Participated in & chaired national conference calls (weekly/monthly) with other WFM managers & analysts to discuss workforce management issues.
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