Manager

• Responsible for capacity planning, short and long- term forecasting, scheduling, real time monitoring, and call routing efficacy across multiple customer-facing teams both reactive and proactive contact types.
• Monitor and analyze key performance metrics, including availability, utilization rates, and wait times across various customer journey touchpoints for proactive Customer Success teams.
• Identify critical trends in data, assess associated business impact, and optimize efficiency of customer experience operations through process improvement.
• Collaborate with multiple business partners on an ongoing basis.
• Provide oversight for simultaneous workforce related projects.
• Assists leaders in allocating appropriate resources to all efforts and ensures initiatives are delivered on time.
• Accountability for accuracy of all WFM reporting and analysis completed in the department (Scheduling, long and short term forecasting, availability etc..)
• Implements and maintains various workforce management tools across multiple customer-facing teams and locations.
• Optimizing contact center agent skilling for optimal ticket delivery in a multi-skill environment.

Workforce Manager

Manager, Revenue & Service Analytics

Gerente de Energy – Specialty

Clinical FSP Quality Manager