Technical Services Specialist

• Mar 2019 - Present

Technical Support Specialist

• Oct 2015 - Mar 2019

•Provide technical problem-solving across multiple platforms, web browsers, and hardware components •Expert in customer service practices •Write procedural documents •Provide technical problem-solving across multiple platforms, web browsers, and hardware components •Expert in customer service practices •Write procedural documents

Work Force Management Analyst

• Aug 2014 - Sep 2015

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Real Time Workforce Analyst

• Jul 2010 - Aug 2014

• Track Daily Performance • Intra-day monitoring • Creates reaction strategies for both overstaffing and understaffing • Manages and optimizes off-phone time • Supports both reward and consequence programs that support adherence goals • Manages vacation and time time-off accruals and requests • Manages shift trades and shift bids among staff • Reports for support hiring and training planning • Develops “dashboard” reporting to communicate key workforce metrics to staff and management • Calculate staff workload • Calculate staff occupancy/productivity • Develop and communicate clear process documentation • Ability to define problems, collect data, establish facts, and draw valid conclusions required • Ability to write procedures documents as required • Leads and manages workforce management and planning processes encompassing multiple functions • Monitors/manages daily real time service queues, making on the spot decisions to man the phones compensating for high/low volume needs and absenteeism to support intra-day management • Examines data collection of staff scheduled adherences to analyze and report to appropriate supervision. • Calculate call center staff by using forecast workload, plan capacity, contingency, and schedule resources and track resource usage • Advocates for workforce management and planning within the operations group and to the stakeholders within the business as a whole • Reviews the accuracy and timeliness of data by working time-off, schedule changes, and other types of change requests • Gathers necessary information required for daily, weekly, and monthly reports of teams and representative performance • Determines and communicates work schedules • Partnered with lines of business leaders to develop/justify detailed planning and forecasts to meet business needs, which involves determining number and type of roles to hire. In addition partnered with supervisors to coordinate headcount forecasts into a recruitment plan. Show less

Traffic and Scheduling Analyst

• Jul 1998 - Jul 2011

• Intra-day monitoring • Creates reaction strategies for both overstaffing and understaffing • Manages and optimizes off-phone time • Supports both reward and consequence programs that support adherence goals • Manages vacation and time time-off accruals and requests • Manages shift trades and shift bids among staff • Reports for support hiring and training planning • Develops “dashboard” reporting to communicate key workforce metrics to staff and management • Develop and communicate clear process documentation • Ability to define problems, collect data, establish facts, and draw valid conclusions required • Ability to write procedures documents as required • ---- • Leads and manages workforce management and planning processes encompassing multiple functions • Monitors/manages daily real time service queues, making on the spot decisions to man the phones compensating for high/low volume needs and absenteeism to support intra-day management • Examines data collection of staff scheduled adherences to analyze and report to appropriate supervision. • 12+ years of experience adjusting call routing schemes and skills to achieve service level agreements Show less