WILLIAM C. WAGNER

*** ********* **, ********, ** 32779

Cell: 407-***-****

ad5bdt@r.postjobfree.com

Decisive, objective, and proactive professional who excels in organizing teams, identifying, and solving problems and completing tasks in a practical, efficient manner. Demonstrated abilities in:

Strategic Planning Recruiting and Retention

Business Development Consultative Sales/ Needs Assessment

Continuous Process Improvement Effective Project Management

Training/Coaching/Mentoring Executive Presentation

EDUCATION

Executive M.B.A., University of Central Florida

B.S.B.A., Finance & Computer Systems Management, Florida Southern College

Certified Trainer - Phase 1 and 2 of Optum Trainer Courses

WFM Software – IEX, Five9, Calabrio, Cisco

PROFESSIONAL EXPERIENCE 2022-2024

The Difference Card

Workforce Management Analyst

Managed all activities and initiatives related to the effective implementation and ongoing usage of the Workforce System. Maintained overall responsibility for volume forecasts and implementation of agent scheduling timeframes for assigned call centers/call queue.

Ensured a 95% compliance for both short term/long term volume forecasts, staffing schedules, analyze market forecasts and variables to optimize the fit between needs and resources requirements.

Built models that forecast calls into the switch.

Analyzed historical data to utilize for future forecasting and scheduling.

Updated historical patterns for future monthly, weekly, daily, and intraday patterns.

Generated and provided periodic reports containing performance data to support operations management.

Performed root cause analysis of call volume data to identify reduction opportunities.

Communicated via in-person, email and phone effectively with all levels of Call Center leadership to ensure high quality and timely completion of forecasts and schedule. Used various reporting tools.

Advent Health 2021-2022

Workforce Management Scheduler

Was in charge of 100 head count call center and setting up initial compliance to KPI’s as well as meeting with Director and above management to ensure success of program.

Ensure proper planning, staffing, and direction of the operational functions of the division

Maintains and develops pertinent operational statistics, financial management information, and results reporting

Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management

Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service

Review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement

Authorize and coordinate changes in staffing schedules through Operations

Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

AllianceOne

Mission Control Manager 2020-2021

Instituted new WFM program using IEX as initial software and then transitioned over to Five9 at the 6th month mark. This transition occurred within 30 days with no disruption to KPI’s or agent compliance. Trained supervisors on how to enter and maintain agents schedules.

Ensure proper planning, staffing, and direction of the operational functions of the division

Directed implementation of CXOne/Nice software from IEX

Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel

Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management

Review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement

Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

Operations Support Manager 2018- 2020

24-7 Intouch

Managed WFM for 1000+ headcount over 4+ accounts. Also made sure Key Performance Indicators (KPI) were documented with plan on how to implement and monitor programs with multiple Real time Analyst’s (RTA). Also managed vendor relations during ramp up seasons when headcount would double or triple depending on the account. I also coordinated morale programs during peak seasons.

Ensure proper planning, staffing, and direction of the operational functions of the division while remaining in budget

Review all operations performance daily to ensure optimal production was achieved

Managed schedules of production staff of 1000+ agents

Ensures proficient training, staff development, and effective employee recognition is achieved for all operational personnel

Maintains and develops pertinent operational statistics, financial management information, and results reporting

Responsible for ramp-up drives/goals for the call center

Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management

Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service including Adherence – 90%, QA – 95%, Forecasting 95%

Authorize and coordinate changes in staffing schedules through Operations

Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

United Health

Workforce Management 2016-2018

WFM Analyst

Utilizing IEX software, oversaw and presented Intraday Performance Reports(IDP) for 4 lines of business and presented to the client on a weekly occurrence with recommendations for staffing.

Ran daily review for 4 Line of Business (LOB) with the client and presented recommendations for daily improvement and meeting KPI’s

AARP Membership

WFM Analyst -Intern

Maintained RTA for 150+ Agents daily.

Helped coaches identify problem agents and supplied documentation for disciplinary action. This was achieved by reporting to mgmt. agents with time problems that adversely effected KPI’s.

TTech 2015-2016

Team Lead

Lead a team of 21 agents for a 30-day outbound campaign for Cedar Sanai.

With an average daily call rate of over 100 per agent and a contact rate of 68%, the Program was completed 2 days early.

Mass Exchange 2015-2016

Moved to account and became Subject Matter Expert within the first month on the account.

Identified several ways to improve productivity that increased production by 12% on average per agent.

WellCare Program 2011-2015

Sr. Coach/Trainer

WellCare Prescription Drug Plan

Took lowest performing of 7 teams on the account to #1, within 90 days.

WellCare Customer Care Plans

Helped train and brought to production 100+ new agents.

Financial Advisor 2002 – 2011

Ameriprise Financial

Created and managed a book of business that totaled $90+ million for approximately 700 clients.

Created income in excess of $400,000.

Contact this candidate