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Skills

  • Staffing Shortages Prediction Based on Historical Trends
  • Hourly, Daily, and Weekly Capacity Planning
  • Custom Reporting Automation
  • High-Volume Data Analysis for Forecasting
  • On-Time Arrival Enhancement via Shift Automation
  • KPI Tracking for Adherence
  • Handling Scheduling Conflicts
  • Streamlining Communication Between Scheduling and HR
  • Overtime Strategy Development
  • Staffing Strategy Automation

Work Experiences

  • Created weekly schedules.
  • Balanced throughput and employee well-being.
  • Analyzed call trend reports.
  • Coordinated with cross-functional teams.
  • Developed and adjusted daily schedules for 3 agents based on call volume projections, improving adherence by 62% over 2023.
  • Analyzed historical data to anticipate staffing shortages.
  • Boosted team efficiency.
  • Educated and trained users on how to use and implement the system.
  • Keeping productivity and efficiency standards up to date by tracking call volume trends
  • Automated scheduling.

Summaries

  • Aligned schedules with agent skill sets.
  • Aligned staff with peak demand periods.
  • Creative in utilizing workforce analysis to increase efficiency, resulting in 63% improvement in agent on-time arrivals and cost savings of $6 annually.
  • Achieved improvements through accurate scheduling.
  • Collaborates directly with HR and team leaders to ensure agent satisfaction, integrating employee feedback that led to a 29% boost in satisfaction scores.
  • Aligned workforce availability with call volumes.
  • Cut understaffed hours by 15% on a 2019-to-date basis.
  • Contact Center Scheduler with expertise in workforce management software.
  • Aligned schedules with real-time call volume data.
  • Delivered 42% improvement in on-time arrival.

Accomplishments

  • Led a bi-annual audit of workforce metrics leading to scheduling improvements that boosted coverage by 5 hours in under-covered shifts.
  • Designed shift optimization dashboards, enabling team leaders to monitor adherence rates in real time, improving overall performance by 52%.
  • Developed dynamic agent shift scheduling that improved service level adherence by 49% while reducing scheduling conflicts across a 16-seat contact center.
  • Analyzed call volume trends and created split-shift schedules that reduced average handle time (AHT) by 5% during peak periods.
  • Reduced the need for third-party staffing services by cross-training employees and integrating them into existing shift plans, saving $16 annually.
  • Restructured shift assignments to align with call volume trends, resulting in a 16% reduction in customer wait times.
  • Improved contact center efficiency by reducing misaligned shifts with real-time schedule modifications, improving on-time shifts by 74% in 2020.
  • Developed a rolling forecast model to optimize workforce allocation during high-traffic hours, reducing under- or overstaffing occurrences by 10%.
  • Recommended and implemented multi-channel staffing strategies that reduced client escalations by 17% and improved overall customer satisfaction.
  • Identified and solved repetitive scheduling issues, leading to a decrease in uncovered shifts by 26% within the past year.

Affiliations

  • Completed certification in Predictive Analytics for Workforce Management (WFM) from process
  • Instructor for workforce scheduling and management training programs at process, educating peers in improving adherence metrics
  • Volunteered at industry events hosted by the Contact Center World Global Leaders Forum to share best practices for workforce management
  • Certified in Workforce Optimization from metric, focusing on agent scheduling and forecasting
  • Received industry award in Workforce Excellence at the standard, recognizing efficiency improvements in WFM processes
  • Attended workshops organized by the Customer Service Group (CSG), focusing on best practices for elevation of agent satisfaction through scheduling
  • Collaborated in roundtable discussions hosted by Customer Contact Central on resolving scheduling conflicts in multi-location call centers
  • Participant in the Leadership Development Program at Northwind, focusing on improving workforce management processes
  • Joined the International Association for Workforce Management (WFM) Professionals, contributing to discussions on agent shift restructuring
  • Registered participant for call volume optimization training held by procedure, leading initiatives to balance resources during peak periods

Certifications

  • ICCM Workforce Management Certified - process - 2018
  • InContact Workforce Optimization Tool Certification - system - 2021
  • Certified Multi-Channel Contact Center Manager - framework - 2015
  • Certified Workforce Optimization Specialist - Lakeside Partners - 2020
  • Accredited Call Center Workforce Manager (ACCM) - Beacon Labs - 2020
  • Call Center Workforce Manager Certification - Cedar Works - 2021
  • Certified Scheduling Professional (CSP) - system - 2021
  • Certified Call Center Supervisor (CCCS) - Ironclad Systems
  • Certified Service Delivery Optimization Professional - Vantage - 2023
  • Call Center Operations Excellence Certification - Brightline - 2019

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