Experience

SmileDirectClub

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Sr Workforce Manager

  • Jul 2021 - Present



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Workforce Manager

  • Dec 2020 - Jul 2021

  - Manage a global Capacity Planning team, across multiple locations.- Leads planning and execution of staffing, capacity and workflow plans for multiple functional areas in one or more sites and clients.

• Sr Planning Analyst (WFM) & Business Analyst

  • Sep 2013 - Nov 2020

  - Forecasting and capacity modeling - Development of contact center hiring plans - Analyzing historical data and performance results to produce short and long-term forecast (scheduling and hiring plans) that incorporates all resourcing inputs (Shrinkage, workload, attrition, hiring plans, planned and required FTE’s)- Provide detail analysis to business partners on attrition trends and hiring plans for internal portfolios - Provide 3rd party vendor/client details on planning and staffing expectations, ensuring contractual obligations are balanced with KPI’s- Analyze budget trends, impacts, run rates- Actively share information and work to create ongoing synergy between the Planning and Scheduling/intraday teams - Create open communication with lines/meetings with business partners and operations- Communicate recommendations supported by a compelling storyline to key stakeholders to ensure impact and drive change in the organization Show less



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Planning Analyst (WFM)

  • Feb 2003 - Sep 2013

  - Forecasting and capacity modeling - Development of contact center hiring plans - Analyzing historical data and performance results to produce short and long-term forecast (scheduling and hiring plans) that incorporates all resourcing inputs (Shrinkage, workload, attrition, hiring plans, planned and required FTE’s) - Provide detail analysis to business partners on attrition trends and hiring plans for internal portfolios - Provide third party vendor/client details on planning and staffing expectations, ensuring contractual obligations are balance with KPI’s - Analyze budget trends, impacts, run rates - Actively share information and work to create ongoing synergy between the Planning and Scheduling/intraday teams - Create open communication with lines/meetings with business partners and operations Show less