Workforce Planning Manager

• Aug 2021 - Present

Workforce Manager

• May 2021 - Aug 2021

• Supporting special projects for call centers at state and federal levels. • Validating and reporting metric performance to executive leadership and contract entities. • Identifying budgetary impacts and providing resolution strategy. • Managing inventory with targets to increase productivity and decrease idle time. • WFM training documents author. • Supporting special projects for call centers at state and federal levels. • Validating and reporting metric performance to executive leadership and contract entities. • Identifying budgetary impacts and providing resolution strategy. • Managing inventory with targets to increase productivity and decrease idle time. • WFM training documents author.

Resource Planning Manager

• Jan 2019 - Apr 2021

• Instructor in overseas training classes for Workforce Management (WFM) staff.• Responsible for Staffing & Budget Planning for more than 1,200 call center employees in multiple lines of business.• Handled long-term and short-term Capacity Planning, Change Management, Project Management, Vendor Relations Management and served as SME for NICE IEX.• Performed Cost-Per-Call Forecast Design and Implementation.• Championed technology project planning for Cisco / IVR environment and Virtual Hold.• Spearheaded call center initiatives resulting in a 95% success rate over five years related to CMS regulated metric targets.• Partnered with call flow management teams to design and implement new lines of business to reduce call center wait times by 35%.• Assisted project management teams with application development for Tableau, Intradiem, and Verint platforms to improve productivity and enhance tracking of call center staff. Show less

Resource Planning Sr Specialist

• Mar 2016 - Jan 2019

• Conducted project planning for call center trainings and coaching to ensure appropriate staffing during hours of operation.• Assisted in capacity planning and staffing models for the upcoming year.• Forecasted call volume for daily, weekly, monthly, and yearly planning.• Administrated, configured and maintained NICE IEX to optimize schedule for call center staffing.• Monitored real-time queue status via Aceyus tools and dashboards that kept projects on schedule for on-time deliverables.• Scheduled planning for all call center agents on a bi-yearly basis.• Documented standard operating procedures and best practices and developed a knowledge base library for implementation resulting in 50% reduced training time of new WFM staff. Show less

Reporting / Administration

• Oct 2010 - Mar 2016

• Worked directly with Operations Managers and Work Force Management to define requirements for requested reports delivered on a regular basis.• Reported on service desk metrics such as ASA, SLA, Abandon Rate, and Max Wait Times.• Conducted data using basic SQL queries in Excel 2007/2010 and SQL Server Management Studio 2008.• Executed stored procedures in SSMS 2008.• Compiled and designed SharePoint reports in Report Builder 3.0.• Developed and distributed recurring and ad-hoc reports in Excel / PowerPoint to send to Operation Managers to support business initiatives. Show less

Customer Support Specialist II

• Oct 2008 - Oct 2010

• Provided support for all Bank of New York Mellon employees and customers.• Troubleshooting issues related to Novell Netware Client accounts, Active Directory accounts, Citrix accounts, and VPN connections.• Dispatched onsite technicians to Bank of New York Mellon employees to resolve hardware and software issues.• Incident Coordinator of conference bridges for Priority 1 and Priority 2 escalations.• Updated Policies and Procedures for the BNY Mellon support knowledge base.• Created training documentation for Pershing support partners. Show less

Technical Analyst

• Nov 2007 - Oct 2008

• Provided helpdesk support for over 900,000 Bank of New York Mellon employees and customers. • Assisted with issues related to Novell Netware Client login failures. • Assisted with issues related to Lotus Notes 6.5. • Contacted necessary departments to have critical business needs communicated and resolved in a timely manner. • Determined severity levels of network related issues and escalating them to the appropriate departments to have the issue resolved. • Provided helpdesk support for over 900,000 Bank of New York Mellon employees and customers. • Assisted with issues related to Novell Netware Client login failures. • Assisted with issues related to Lotus Notes 6.5. • Contacted necessary departments to have critical business needs communicated and resolved in a timely manner. • Determined severity levels of network related issues and escalating them to the appropriate departments to have the issue resolved.

Technical Support Representative/L2 Agent/Team Coach

• Oct 2001 - Oct 2007

• Provided technical, policy, and procedural support through Tech Chat for L1 agents. • Delivered coaching sessions for assigned staff to communicate identified areas of improvement. • Managed inventory and maintenance of the multimedia break room, including developing standard operating procedures aligned with company business standards. • Authored and delivered extended training documentation of Microsoft Office Suite for new hire classes. • Supported consumer and small/medium business customers with troubleshooting Dell desktops, laptops, printers, and software. • Presented with the Customer Advocate Award of Q2 2004 for delivering exceptional consumer support. Show less