Call Center Workforce Analyst

gilbert ndemeye

+* *** *** ************@****.************, NC 28217

 

Willing to relocate anywhereAuthorized to work in the US for any employer

Summary

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Work experience

Workforce Analyst

Wells Fargo - Fort Mill, SCApril 2013 to Present

Responsible for maintaining seasonal workforce needs assessment for each year.

Worked with executive team to maintain proper staffing levels for all departments.

Developed computer models of impacts of various scenarios on staff productivity and availability.

Responsible for updating and submitting monthly reports on workforce data.

Worked closely with temp agencies to maintain proper staff levels during seasonal increases in business.

Helped departmental managers to create annual budgets by advising on upcoming personnel needs.

Analyze call volume patterns to manage work shifts, lunches and breaks. Maintain communication channels regarding events that impact call volumes

Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system

Provide informational updates regarding recent, current, and future state of the business

Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc

Maintain daily event log of any systemic or operation issues impacting regional performance

Working knowledge of elementary statistical concepts

Completes post-mortem analysis to highlight areas of opportunities and planning adjustments

Developing interval level forecasts for multiple lines of business organized across several sites.

Responsible for understanding/tracking historic contact volumes and influencing events.

Working closely with various departments to stay informed about pending or current activities that may change the volume trends, and re-develop workforce forecasts to reflect these changes.

Providing reports to management and communicates reasons for variances with recommendations to improve performance.

Reviewing intra-day performance (IDP) accuracy, update EWFM inputs to achieve forecasts within stated goals.

Maintaining historical growth forecasting monthly updates and adjustments.

Maintaining weekly year over year metric tracking to aid in developing forecasts.

Leveraging data from previous initiatives, pilots, and business recommendations to develop educated assumptions/forecasts for planned initiatives.

Maintaining and update holiday factors to account for volume impacts, create ad-hoc reports as needed.

Analyzing current processes and proactively recommend changes to increase efficiencies.

Providing assistance to other scheduling/forecasting analysts as needed in a team environment.

Workforce Analyst. Connextions 2012-2014

Responsible for maintaining seasonal workforce needs assessment for each year.

Worked with executive team to maintain proper staffing levels for all departments.

Developed computer models of impacts of various scenarios on staff productivity and availability.

Responsible for updating and submitting monthly reports on workforce data.

Worked closely with temp agencies to maintain proper staff levels during seasonal increases in business.

Call Center Supervisor Convergys 2008-2013

Managed a team of 30+ call center professionals, improving customer retention by 12% through enhanced training programs and quality assurance systems.

Implemented performance management metrics, leading to increased employee productivity and reduced average call duration by 25%.

Orchestrated transitions from customer complaints to the sales team, contributing to a 17% increase in upsells and cross-sells.

Advanced the company's contact center by leveraging data entry automation, resulting in a 30% reduction in order processing times.

Ensured a customer-first culture by leading weekly 'Customer Experience Bootcamps', which decreased negative customer feedback by 35%.

Oversaw a team of 30+ customer service representatives, attaining an 8% increase in overall customer satisfaction ratings.

Introduced mentoring initiatives, increasing employee competency and reducing staff turnover by 20%.

Streamlined training processes by creating a robust coaching system, thereby saving 2 hours per week per employee.

Customer Service representative. IQOR May2005-Sep 2008

Safeguarded 100% adherence to customer service management principles, improving customer satisfaction score by 15%.

Utilized performance management tools to drive a 10% improvement in team efficiency and customer response times.

Revamped the call center development process by introducing a new training program, reducing staff onboarding time by 30%.

Applied customer experience strategies to offer unique solutions, leading to a drop in customer churn rate by 18%

Led account management initiatives, nurturing relationships with customers and increasing customer lifetime value by 20%.

Cashier/Host/Front desk. Sheraton Airport April 2004-May 2005

Plan schedule and supervise the work of other 10 Front Desk employees

Process guest arrivals and departures, including all necessary payments

Oversaw guest registration reservations and other clerical duties with a focus on quality and courtesy

Solid experience in accounting functions, such as account Payable/Receivable and auditing

Offer referral for services and handle requests for information

Communicate with all hotel departments efficiently and maintain the function board in the hotel lobby

Arrange for shuttle services and assist with other guest transport needs

Confirm sufficient supplies are ready and available to last the entire shift

Direct phone calls as necessary and ensure incidental services

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