Customer Care Manager

Eric Washington

Workforce Management

Phone: 770-***-****

Email: *******@***.***

Skills Summary

Workforce Management

Workforce Certification

Call Centers

Call Center Budgeting

Customer Service

Call Routing

Telephony

Technical Support

Troubleshooting

VoIP

Avaya

IVR

IEX

eWFM

Verint Admin

Aspect

Salesforce Admin

Five9 Admin

Cisco

Calabrio Admin

Workday

Kronos Admin

Project Management

Microsoft (Outlook)

Vender Management

Professional Experience

Dec 2017 to Sept 2020

Customer Care Workforce Manager

Developed and implemented the current workforce department and structure including the implementation of Verint, Salesforce and Five9

Trained all call center agents, managers and supervisors on the use of Verint

Planning, coordinating, executing and budgeting marketing projects with quarterly spends of $100k+ as well as 69% growth in sales

Managed real time analysis, HR recruitment and IT Administrative duties

Complied data for competitive salary analysis which resulted in hourly rate increase for all Customer Care Associate roles.

Revamped the Customer Care Center’s recruiting, sourcing and interview process to attract top-tier talent. This resulted in a cost savings of $322k, a reduction in our employee churn rate on a quarterly basis and 60+ new hires.

Responsible for all staffing for the entire care center. Manage agent scheduling (shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service levels and objectives are met

Designs schedules within Verint for the shift bidding or mini bid process, while ensuring schedules matched the arrival patterns of calls or non-phone work queues.

Prepared and submitted payroll weekly for our temp staff

Developed, implemented and reported performance metrics for the care center and agents(ie: ASA, AHT Service level goal). Track KPIs; generate and distribute reports as necessary.

Built KPI’s and metric within Verint for current QA team to use for agent performance measuring

Partnered with other care center management and our corporate executives to select and implement new telephony system for the care center

Maintained scheduling, PTO and reporting for the care center as well as all operation support

Create and drive non-traditional, innovative recruitment methods and lead managing sourcing events to insure continuous pipeline to reach passive job seekers and to source hard to fill roles

Used Verint for real-time monitoring / scheduling adjustments based on contact center performance and staffing schedule adherence to assure service levels are consistently met

Receive, execute and review requests, including creating/editing contingent worker profiles, entering new hires, changing contingent worker reporting relationships and promoting/transferring contingent workers. Negotiated contracts as well as being the point person for our temp agency.

Assist HR and recruiting with managing positions, requesting position edits in the system and guiding them through the process. Fulfill audit requests by providing HR and payroll data

Developed marketing strategy for The Intuition Consulting Firm Internship program. Execution of the marketing strategy resulted in a +20% increase in intern applications. In addition to leading the marketing strategy.

Assisted in Quarterly decrease in employee attrition from Q1at 38.7% to 14.1% in Q4

Dec 2016 to October 2017 Wipro/United Health Care (Contract)

WFM/MIS Manager

Managed team of 5 Real time analyst and 3 Inventory management specialists

Responsible for all risk management & compliance activities

Understood user requirements and specifications on reporting/training tools

Managed/responsible for data collation and mining location level reporting

Data reporting – Create, maintain and store all reports for locations

Created a common Business performance monitoring system in different databases within the organization

Effectively communicated with end users on errors and guide them reports/tools

Managed and Monitored my team, who evaluated performances related to contractual agreements with our client. Performed process improvement audits and developed and drove action plans to achieve optimal results.

Managed a team of inventory specialist of whom insured that workloads were received from the client and distributed within the organization of 500 plus employees

Responsible for submitting payroll for all hourly employees as well as invoices to our client

July 2015 to Dec 2016 Vertex Group (Contract)

Senior Workforce Analyst

Responsible for proactively monitoring, managing and reporting intraday call center performance to achieve contractual obligations and organizational goals for our client.

Monitored intraday performance through use of Workforce Management tools and takes necessary steps, including proactively addressing staffing overs and under to ensure Service Level objectives and other operational goals are met.

Coordinated the scheduling of trainings, meetings, and other off-phone exceptions within the call center.

Proficient in communicating intraday performances to senior leadership and operations throughout the day, while being proactive in consideration of business needs.

Proactively engaged other members of call center support and /or Operations to achieve SLA objectives.

June 2014 to July 2015 Cbeyond Communications Reporting and Analysis Manager

Responsible for data cleaning, which entails, the ability to import, clean, transform, validate and model data with six sigma methodology with the purpose of understanding and/or making conclusions for decision making purpose.

Proficient in understanding various Call Center Metrics, AHT, FCR, MTTR, Service Level and other metrics in quantifying areas of improvement and efficiencies

Monitored and evaluated performances related to service goals and objectives, analyzed variances,9

And performed process improvement audits and developed and drove action plans to achieve optimal results.

Responsible for identifying and pursuing opportunities for increasing efficiency and/or improving service quality by analyzing existing procedures, documenting and proposing means for improvement to management and, where appropriate, implementing changes.

June 2011 to Aug 2014 WorldPay US Senior Workforce Analyst 3

Responsible for daily efforts of my team to provide a great customer and employee experience by effectively delivering real-time (Intraday) management, as well as future planning with the purpose of optimizing resources.

Proficient in creating accurate short and long term call forecasts and scheduling models through in depth analysis of current call trends and patterns to efficiently forecast call arrivals and staffing requirements to support a multi-department contact center.

Provided call center management with staffing plans and coverage needs including any overtime needs or reduction in staffing hours using Verint

Provided and assist in the development of my team, our reports and/or processes that increase the ability of the call center too effectively and accurately plan and achieve acceptable performance results.

Sept 2005 to June 2011 Comcast (Transferred to Atlanta Central Division)

Division Workforce Analyst

Responsible for analyzing reports for multiple call centers in our central division, related to queue volume, inflow, outflow, etc. in coordination with tracking absenteeism, vacation time, training time, leave of absence and turnover to determine staffing changes based on combination of historical data and knowledge of upcoming events.

Responsible for the updating of the queue volume and adjusted resources to meet business needs for multiple centers across the division.

Determined the schedules required to meet service level goals, while ensuring process compliances to meet quality and customer experience goals.

Provided on a daily/weekly/monthly basis the reports necessary to ensure that leadership has the information necessary to make the appropriate business decisions around staffing, training, technician performance, etc.

Education

Mississippi College

Bachelors, Computer Science

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