Call Center Workforce Management

Christopher Ballog

Tampa, FL ***** *****************@*****.*** +1-656-***-****

Professional Summary

Workforce Management Leader with 15+ years of experience in call center operations, forecasting, scheduling, and workforce optimization. Skilled at leveraging data to improve service levels, reduce costs, and align staffing with business goals. Adept at building cross- functional partnerships, leading shift bids, and driving compliance with union and organizational requirements. Proven record of developing teams, improving agent adherence, and implementing workforce strategies that scale.

Skills

Workforce Management: Forecasting, Scheduling, Real-Time Adherence, Shift Bids, Data Analysis, Capacity Planning

Leadership & Operations: Coaching, Mentoring, Performance Management, Budgeting, P&L, Training & Development

Technical Tools: NICE IEX, Assembled, CMS Avaya, Aspect, Amazon Connect, Salesforce, Zendesk, HubSpot, SQL, Google Suite, Slack, SharePoint

Customer Service: Relationship Management, Conflict Resolution, Escalation Handling, Hospitality & Guest Service

Work Experience

Workforce Management Operations Manager

Frontline Group – Bellingham, WA Feb 2024 – Present

Developed and executed staffing models that improved service levels across Los Angeles County human services contact centers.

Led forecasting and scheduling for 100+ agents, balancing union requirements and agency demands.

Reduced schedule adherence violations by 15% through real-time monitoring and exception management.

Partnered with Executive Management and HR to align workforce planning with long- term headcount and budget forecasts.

Independent English Teacher

Self-Employed – Remote Aug 2014 – Present

Teach and tutor ESL students of all ages via remote classroom (Skype, Zoom, MSTeams).

lesson plans tailored to student age and proficiency.

Maintain communication with students and parents to ensure progress and engagement.

Destination Guide

Xplorie – Remote May 2023 – Sep 2023

Handled guest interactions via email, text, inbound/outbound sales calls.

Booked entertainment and dining experiences while upselling premium options.

Delivered personalized recommendations and resolved guest issues with first-call resolution.

Medical Records Coordinator

GTED Health Services – Remote Sep 2020 – May 2023

Distributed and maintained medical charts with accuracy and confidentiality.

Processed patient admission and discharge records.

Provided clerical support including phones, emails, and test result management. EMS Dispatcher

Cumberland Goodwill EMS – Carlisle, PA Feb 2015 – Aug 2020

Operated CAD, multi-line phones, and radio systems to coordinate emergency responses.

Dispatched EMS units efficiently, ensuring accurate and timely communication.

Monitored security cameras, GPS, and communication systems to support operations. Education

Bachelor of Communication Studies Ohio University 1990 – 1994

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