Call Center Capacity Planning

O'DARIUS BROWN

***** ******** ** *********, ** **579§ Phone: 954-***-**** § ************@*****.***

OBJECTIVE

I am an ambitious leader with over 13 years of work force management experience in scheduling, forecasting, capacity

planning and real time management. I am skilled in taking business staffing to the next level to deliver on operational

success.

Expertise Highlights

§Microsoft word

§Microsoft Excel

§Microsoft Outlook

§Flexible/adapt to business needs

§Reporting

§Budget Management

§Scheduling

§Planning

§Analyzing

§Experienced in scheduling with Avaya, IEX (WFM software)

Professional Experience

Citi Group

Strategy Lead - Headcount Capacity Planning (AVP) April 2023 - Present

Generate new ideas and conceptual frameworks to help solve problems, provide hands-on delivery, and create insightful findings and recommendations

Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Participate and deliver the regulatory response specific to the skills process required for Risk and Control roles, including preparing materials to meet all relevant deliverables and Internal Audit requirements

Maintain daily service level levels and productivity, making improvement recommendations to management as needed

Implement best-practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development

American Express

Capacity Analyst April 2022 – April 2023

Oversee daily service levels and productivity, making improvement recommendations to management as needed

Develop and manage distribution of staff across the call center enterprise to support service level commitments including management of the network shift bidding process

Long term operational planning and capacity forecasting for inbound, outbound, and blended environments

Implement best-practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development

Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations. Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily, and intraday level for multiple queues

Provide constant reviews and feedback on areas of potential risks and threats, identify these risk elements, and take appropriate corrective and/or preventive measures

Sr. Real Time Analyst October 2017 – April 2022

Support global system outages by working with local market teams and technologies to drive resolution and minimize market impairment

Identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans

Support the implementation of call routing strategies; monitor and report on impacts to the business such as occupancy, service level and call delivery purity (i.e., % calls to preferred agents)

Abandon Rate Consistency Plans (including Business Continuity Plans)

Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and recommendations to achieve network goals are provided

Administer ongoing business reporting to ensure all information is accurate and provided in a timely manner: Including integrity of data in key MIS systems such as Compass, Opera etc.

Cross country home services

Capacity Analyst Jan 2017- October 2017

·Identify capacity requirements early enough to take account resource procurement lead times

·Document the need for any increase or reduction in hardware based on SLR's and cost constraints

·Provides regular management reports, which include current usage of resources, trends, and forecasts

Teleperformance Advanced Division Services Nov 2010 – Dec 2016

Workforce Management Scheduling Analyst, February 2014- December 2016

·Produce weekly schedules for 450 to 500 FTE based on forecasted volume to ensure adequate staffing levels

·Monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedules to ensure departmental KPI’s

·Manage overtime to hit labor budgets

·Prepare daily/weekly/monthly reports and distribute to management team

·Make recommendations, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives

Workforce Management Mission Control Analyst June 2012 – February 2014 (Full-Time)

·Supervise, manage, and analyze budgets for multiple accounts under client’s request

·Forecast work orders to plan the number and expertise of staff that will be needed through templates created through excel

·Assign work orders within the client’s demands to specific staff

Education

Broward Fire Academy - Sept 2011- March 2012

Boyd Anderson High School, High School Diploma - August 2004 – June 2008

Achievements

Certified in Call center school - July 2018 – Aug 2018

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