Workforce Management & Contact Center Operations Leader

JAMES WHITFIELD

Greater Houston Area • 281-***-**** • ***************@*******.***

Professional Summary

Workforce Management and Operations Leader with 10+ years of experience optimizing contact center performance through forecasting, scheduling, capacity planning, workforce analytics, and operational leadership. Proven success improving service levels, driving KPI performance, automating reporting, and partnering with cross-functional teams to improve efficiency. Experienced with Genesys, IEX, Kronos, Workday, SAP, and advanced Excel while supporting operations of 400+ agents. Recognized for reducing overtime by 30%, increasing service levels from 70% to 90%, and improving productivity by 89%.

Core Competencies

Workforce Management • Forecasting • Capacity Planning • Intraday Management • Real-Time Adherence • Workforce Analytics • KPI & SLA Management • Leadership • Process Improvement • Advanced Excel • Genesys • IEX • Kronos • Workday • SAP Professional Experience

Prior Authorization Representative Cigna Evernorth (Remote) Aug 2025 – Dec 2025 (Contract)

Managed prior authorization requests while maintaining quality and productivity standards. Collaborated with providers and ensured compliance with healthcare regulations. Workforce Management Lead AIG

Sept 2020 – Jul 2023

• Supported workforce planning for 400+ agents.

• Improved service levels from 70% to 90%.

• Reduced overtime by 30%.

• Increased productivity by 89%.

• Built executive KPI dashboards and automated reporting.

• Managed Genesys, IEX and Kronos workforce systems. Dialer Administrator / Workforce Analyst Regions Bank May 2017 – Oct 2019

Optimized outbound dialer strategy, reporting, compliance, and campaign performance. District Operations Manager PRA Group

Feb 2009 – Apr 2017

Led multi-site operations, staffing, coaching, KPI management, and process improvement. Career Note

Following a company-wide layoff from AIG and the completion of my Cigna contract, I remained engaged in professional development while pursuing my next long-term Workforce Management and Operations leadership opportunity.

Education

Bachelor of Business Administration (Business Management) Virginia Commonwealth University

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