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Skills

  • Real-Time Workforce Utilization Reporting
  • Creating Dynamic Reporting Dashboards
  • Rolling Forecast Management for Multiple Service Lines
  • Multi-Region Workforce Alignment
  • Handling Scheduling Conflicts
  • Proficiency in system
  • Overtime Strategy Development
  • Cross-functional team collaboration
  • Agent Schedule Adherence Improvement
  • Schedule Forecasting Analysis

Work Experiences

  • Analyzed historical data to anticipate staffing shortages and recommended overtime strategies that improved service levels by 54%.
  • Achieved a 72% improvement in agent satisfaction.
  • Analyzed call trend reports.
  • Designed a custom reporting framework.
  • Developed real-time tracking tools.
  • Aligned agent skill sets with call demands.
  • Created annual workforce goals.
  • Created hourly, daily, and weekly plans.
  • Created hourly, daily, and weekly plans that led to a 61% improvement in service level agreements (SLAs).
  • Avoided overstaffing during low-volume periods.

Summaries

  • Aligned schedules with agent skill sets.
  • Achieved 48% improvement in SLAs.
  • Achieved high compliance rates.
  • Achieved 15% improvement in call handling efficiency.
  • Cut management intervention by 28%.
  • Aligned schedules with contact center demand.
  • Created a shift-bidding system.
  • Cut scheduling conflicts by 64%.
  • Achieved 65% reduction of burnout.
  • Achieved 15% improvements in KPIs.

Accomplishments

  • Developed a rolling forecast model to optimize workforce allocation during high-traffic hours, reducing under- or overstaffing occurrences by 10%.
  • Managed scheduling for a 11-seat inbound call center, ensuring QuickBooks compliance and improving agent adherence by 16%.
  • Designed shift optimization dashboards, enabling team leaders to monitor adherence rates in real time, improving overall performance by 52%.
  • Led initiatives to optimize break and shift planning, resulting in a 48% reduction in customer complaints due to long hold times.
  • Restructured shift assignments to align with call volume trends, resulting in a 16% reduction in customer wait times.
  • Introduced automated roster generation for agents, saving over 3 hours of manual scheduling time per week.
  • Prepared compliance reports for workforce scheduling practices, leading to successful OSHA audits and zero staffing-related penalties.
  • Led a bi-annual audit of workforce metrics leading to scheduling improvements that boosted coverage by 5 hours in under-covered shifts.
  • Introduced staggered lunch break scheduling, reducing abandoned call rates by 45% during critical hours.
  • Collaborated with team leaders and HR to establish a training schedule that reduced agent attrition by 18% within the first 8 months.

Affiliations

  • Engaged in project-based learning with the Contact Center Network Group (CCNG), applying new data models to balance workforce schedules
  • Enrolled in advanced Workforce Management (WFM) Software Training at Summit Group, specializing in multi-channel support
  • Registered participant for call volume optimization training held by procedure, leading initiatives to balance resources during peak periods
  • Served on the scheduling improvement committee of Beacon Labs that works on workforce optimization strategies across different industries
  • Received industry award in Workforce Excellence at the standard, recognizing efficiency improvements in WFM processes
  • Joined the Service Delivery Performance Forum organized by Harbor & Co. to explore innovative strategies for optimizing scheduling tools
  • Member of the Workforce Management Professionals Group metric
  • Contributed to webinars hosted by the International Customer Management Institute (ICMI) on optimizing contact center scheduling
  • Attended annual conference for the Professional Association for Customer Engagement (PACE) with a focus on workforce technology innovation
  • Presented at local Customer Experience (CX) Networking Groups on the topic of predictive scheduling for contact centers

Certifications

  • Certified Contact Center Scheduling & Forecasting Specialist - Lakeside Partners - 2016
  • Verint Workforce Optimization Certification - framework - 2019
  • Certified Multi-Channel Contact Center Manager - framework - 2015
  • Certified Contact Center Manager (CCCM) with Workforce Management Specialization - program - 2018
  • Certified Real-Time Workforce Management (RT-WFM) Analyst - Vantage - 2017
  • Certified Shift Pattern Optimization Specialist - Meridian - 2021
  • Certified Service Delivery Optimization Professional - Vantage - 2023
  • Genesys Workforce Optimization Certified Professional - method - 2024
  • Accredited Call Center Workforce Manager (ACCM) - Beacon Labs - 2020
  • Certified Workforce Optimization Specialist - Lakeside Partners - 2020

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