Clifford W Hoffer **** West Capri Avenue ( Mesa Arizona 85202

480-***-**** (abmcxh@r.postjobfree.com

OBJECTIVE To manage and motivate individual and team talent for

excellence in professional and personal achievement.

WORK EXPERIENCE 2009-2010 Vangent Inc Phoenix, Arizona

WFM Manager -Workforce Management (U.S. Census)

Primary responsibilities include managing staff in all facets

of the E-WFM system in a call center of approximately 250

agents as part of a multi- site call center operation for the

2010 U.S. Census. This includes monitoring of RTA, I.D.P as

well as reporting and analysis for company executive staff.

Organized and conducted trainings of analysts and senior

analysts in the operations of E-WFM,CUIS, and One Port

systems.

Responsibilities include:

(Work with in-house Human Resource Department and staffing

agencies on center staffing requirements.

(Training staff and management in use of E-WFM, CUIS, and One

Port Systems.

(Develop training curriculum and supervisor schedules for the

site.

(Effectively monitor staffing resources.

(Work collaboratively with management and staff to communicate

changes needed to meet goals.

(Troubleshoot related issues that impact productivity.

(Create and publish regular reports on call center efficiencies

1998 - 2009 Discover Card Phoenix, Arizona

Sr. Team Leader -Workforce Management

Primary responsibilities of managing a staff of 10-18 in charge

of all facets of the Aspect Predictive Dialer system in a multi

dialer-blending environment in a call center of approximately

800 agents. This includes all aspects of call management from

campaign creation and monitoring, lead splitting inbound

template settings. As well as reporting and analysis for

company Executive Staff.

Responsibilities include:

(Managing campaigns within current business rules and Call

Center strategic design.

(Executing tactics to improve call delivery.

(Effectively monitor staffing resources and dialer

efficiencies.

(Work collaboratively with management and staff to communicate

changes and outputs needed

to meet productivity goals.

(Monitor and maintain Dialer technology to increase

efficiencies and maximize connectivity.

(Trouble shoot dialer related issues that impact productivity.

(Create and publish regular dialer reports to monitor campaign

penetration and connectivity, track trends and forecast

results.

Team Leader

(Team leader responsible for 12 to 16 Account Managers in

both inbound and outbound functions processing balance

transfers and various product sales motivating team members

by use of games, incentives and coaching. -Responsible for

all time keeping and vacation scheduling

(Administer monthly and yearly reviews on all account

managers promote as well as give

disciplinary procedure when appropriate.

(Minimum 4 coaching's on each account manager per month.

(Consistently achieved over 110% of monthly goal.

(Member of employee retention and Contest and award

committees

(Head of Department reporting team that daily looks at

current statistics and trends and

devises plans of action.

(In charge department scheduling

(Other Positions at Discover

Team Coach

Quality Listener

1997 - 1998 Superior Cleaning Equipment Phoenix,

Arizona

Salesman

Outside sales selling cleaning and maintenance chemicals to

industrial clients.

1992 - 1997 Zep Manufacturing

Phoenix, Arizona

Salesman

Outside sales selling cleaning and maintenance chemicals to

industrial clients including national account such as Host

International, Sky Chef, and Home Depot. Field Trainer

responsibilities tracking and training new employees in the

field.

1985 - 1992 Store Images

Phoenix, Arizona

Sales Manager

Retail Store equipment sales and design duties included

training sales staff. Design and Manufacture new equipment.

In charge of National accounts Dillard's, Converse Shoes,

Giant Oil, Host International.

EDUCATION Bachelor of Science/Communications

Eastern Michigan University

ACCREDIDATIONS

E-WFM Crucial conversation

CUIS Giving Recognitions

One Port Violence in the Workplace

Cognos Synn Delaney Management

Aspect Software for Supervisors Training

Unison Designer Pro American Disabilities Act

Enterprise Reporting System CPR Certified Adult,

IEX Children, Infant

Excel (advanced) C.E.R.T.

Word, Power Point, Access

REFERENCES Available upon request

Contact this candidate