Call Center Business Analyst

Scott McIntyre

Fair Oaks, CA ***** • 916-***-**** • ***************@*******.*** https://www.linkedin.com/in/scottmcintyre_analyst

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Professional Summary

Strategic operations and workforce leader with 30 years of cross-functional experience in call center management, business analysis, and team leadership. Proven ability to streamline processes, drive efficiency, and lead teams through technical transformations. Adept in SQL reporting, workforce systems administration, and employee performance optimization. Known for excellent communication, stakeholder alignment, and results that consistently exceed expectations.

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️ Core Skills

Leadership & Management: Team coaching, employee engagement, conflict resolution, team building

Workforce Optimization: Scheduling, call monitoring, staffing analytics, KPI analysis

Systems & Reporting Tools: SQL, Excel, Access, Aspect, Verint

Communication: Stakeholder relations, training, feedback delivery, reporting insights

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Professional Experience

Senior Operations Business Analyst

Gainwell Technologies — Roseville, CA

Aug 2023 – Oct 2024

- Improved operational workflows to enhance team productivity and reduce process bottlenecks

- Documented technical specs for successful UAT and system rollout

- Bridged gaps between business and IT by translating requirements into detailed specs

- Strengthened stakeholder relationships through transparent communications and milestone updates

Senior Workforce Analyst

Blue Shield of California — El Dorado Hills, CA

Feb 2017 – Jan 2023

- Forecasted short- and long-term staffing needs to optimize coverage and budget planning

- Delivered real-time and recurring insights via Excel and SQL, guiding schedule efficiency

- Supported restructuring efforts with workforce modeling and skill gap analysis

- Led administration of Aspect and Verint WFM systems across multiple departments

District Capacity Manager

Sears Holdings — Sacramento, CA

Oct 2011 – Sep 2012

- Oversaw operations for 173 technicians and 8 direct reports, hitting customer service benchmarks

- Spearheaded network upgrades ahead of deadline, minimizing service disruptions

- Created SQL-driven performance reports to highlight technician efficiency metrics

- Provided coaching and performance strategies to boost customer satisfaction

Operations Workforce Manager

JP Morgan Chase — Arlington, TX

Jul 2010 – Sep 2011

- Directed scheduling team to reduce staffing costs and improve coverage

- Administered Aspect WFM systems and designed reporting to identify performance outliers

- Delivered training for new hires and current staff, aligning employee growth with business goals

Operations Manager

HomEq Servicing — Sacramento, CA

Apr 1998 – Jul 2010

- Managed large-scale workforce operations with focus on analytics and compliance

- Delivered monthly/quarterly SQL/Access reporting on time-off usage and team metrics

- Led company-wide training initiatives that elevated service delivery standards

- Maintained Aspect and Verint systems for accurate forecasting and resource planning

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Education

MBA, Business Management/Human Resources

University of Phoenix — Sacramento, CA • May 2016

BS, Business Management/Human Resources

University of Phoenix — Sacramento, CA • Oct 2014

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Languages

English – Native

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