Workforce Management Manager
Resume:
Bassem Hanna
Edwardsville PA 18704 ***********@*****.***
Home: 614-***-****
Cell: 614-***-****
Dedicated workforce management professional with over ten years in various call centers ranging from in-house and outsourcing companies. Consistently achieving all my service level metrics and meeting my forecasting and scheduling needs.
Respected operations manager and workforce manager; instill a shared enthusiastic commitment to achieving service level as a key driver of company goal attainment. Lead by example and ensure the execution of all workforce related aspects. Build and develop that relationship between the workforce management team and the entire management staff. Work on leading a team of team leaders to achieving their goals and ensure there is rapport built between the team leader and their agents as well as between the team leader/agent and the operation manager.
Areas of Expertise
Telephony experience
Workforce management Software
Project Management
People Management.
Database Management and Creation. Customer Satisfaction Enhancement
Front-End Supervision
Revenue per hour s expertise.
Training.
Quality Monitoring experience Teambuilding & Training
Cost-Reduction Strategies
Service level management experience.
Scheduling and forecasting
Professional Experience
Network Solution Inc. 02/10 to present
Reporting and Budgeting and Workforce Management Manager.
I am the manager of various functions within Network Solutions. I am responsible for the budgeting and planning for the Customer Service and Sales organization within the Operations department. I am also responsible for Workforce Management (forecasting scheduling and intra day management) for two locations an in house call center (150-200) agents and a BPO offshore call center (150-200) agents. Additionally my team is responsible for all routing and telephony needs and activities both for the inbound customer service sites and inbound and outbound for the sales organization. My team also is responsible for all reporting needs within the operations department as well as all compensation and quotas for the sales and customer service organizations.
Selected Contributions:
• Created a long range capacity plan for the entire customer service and sales organization.
• Started to forecast calls for overall Operations then forecasted separately for each location and then each skill set within each site.
• Worked very closely with Enterprise Data Warehouse to automate all reports within Network Solutions.
• Successfully relocated customer service sales teams from customer service side of the organization to the sales department side of the organization.
• Work on creating efficiencies by reallocating workload from the in house call center to the BPO center which saved the organization around 150k.
• Utilized and continue to work with various groups within the organization on methods and routing changes to increase sales.
• Successfully did three shift bids to realign staff to business needs and decrease abandon rate.
• Work very closely with Project Management team to implement and fully utilize the Dialer to enable outbound dialing for the sales and customer service retention team.
• Was able to lower ABA in multiple groups and reducing headcount by focusing on schedule adherence and ensuring intraday worked very closely with the operations team.
• Started and implemented EWFM within the organization.
Teletech Inc. 07/09 to 02/2010
Service Delivery Manager (Operations Manager)/Workforce Manager.
Is one of five managers in a seven hundred seat call center. I am responsible for management of both a Workforce management team in addition to operations team. Manage a team of five real time analysts. Who are responsible for monitoring and ensuring the center meets service level metrics. Additionally this team is responsible for real time attendance and adherence report. Daily workforce management reports to client and internal customers. Ensure that all training is coordinated and completed within the client specific guideline.
Manage a team of seven to nine team leaders who each manage a team of fifteen plus agents. Responsible for all corrective actions for all teams developing and coaching of team leaders in addition to their senior agents and all fifteen agents that report to them. Monitor and ensure that my team leaders and fully calibrated with myself as well as with the client. Monitor and ensure team leaders are coaching their agents effectively and efficiently.
Working closely with Quality and training both from an Operations standpoint and a workforce Management standpoint to ensure all reports and monitors and training is completed as scheduled.
Selected Contributions:
• Created a database to work as the main repository for the center to ensure the accuracy of the data being sent to the client. Additionally this database is utilized for headcount report sent out daily.
• Achieved the number One SDM (Service Delivery Manager) in a site of seven hundred seats twice within my first six month with the company.
• Several of my team leaders were number one Team Leaders in the center out of forty three team leaders four of the six month under my management.
• Helped in multiple six sigma projects.
• Worked closely with Global Workforce management team to ensure Lorain WFM team is the best WFM team in all of the enterprise.
• Helped in the management and creation of schedules on a monthly basis.
• Was recognized numerous times and on different occasions by the client in regards to my Workforce Management team performance.
• Created multiple reports for our internal clients to ensure WFM data is displayed in a way simple to understand by various audiences.
• Helped in the development and promotion of four agents to the next level which is to become senior agents.
• After two month of reporting to me a brand new team leader was number seven out of forty three team leaders in the center.
• Created a liaison position between workforce and HR Training IT and reporting to ensure all work is validated and accurate.
• Established a new policy for WFM to go into all new hire training to guide them on WFM policy and procedures.
Discover Financial Services 06/06 to 07/09
Workforce Management Liaison.
Act as the field liaison and expert of subject matter in regards to all workforce material for the New Albany Discover call center. Work closely with Department Managers and Center Manager to ensure all staffing needs are being met. Train Team Leaders on how to utilize IEX software. Train new account managers (reps) on compliance scheduling how to read their schedule and how to understand their adherence. Work closely with Service Level management to ensure Discover meets their brand promise to their customers. Work closely with Short Term and Long term to ensure all exceptions are keyed in correctly. React in real time to ensure staff is on the phones according to the forecast to ensure service level is being met. Work with Scheduling team to ensure correct schedules are being created for over 500 account managers in New Albany.
. Selected Contributions:
• Received various recognition awards from various managers for my flexibility and knowledge.
• Managed and completed four major workforce management projects from start till end.
• Created and managed a database that helped reduce turnover and attrition.
• Trained CSR s and Team Leaders on various workforce management concepts that helped improve knowledge within the center.
Telespectrum Inc. 12/05-06/06
Workforce Manager
Managed a team of four workforce analysts and one workforce supervisor. Coordinated schedules team meetings team events time off absences and every other activity for over 350 reps spread over two call centers in West Virginia. Worked closely with client liaison as well as account manager to coordinate future training needs and requirements to be able to handle future forecast and staffing needs. Trained new hires on all Workforce Management aspects rules and guidelines.
. Selected Contributions:
• Worked closely with the inbound and outbound operations managers to achieve service level goals and hourly revenue of $26.50 dollars in ten different campaigns
• Helped Human Resources in regard to absence FMLA and interviewing process to ensure we hire the most qualified reps for the call center.
• Managed and helped in the management of outbound campaigns in regard to penetration rates and ACW AHT as well talk time and other measurements to ensure penetration rates is being met. Additionally I was involved in helping manage costs regarding outbound campaigns.
• Worked with the Information Technology department on utilizing Gensys workforce tool building and creating new reports as well as creating new reports in Avaya.
SEI Inc. 08/04-12/05
Workforce Management Capacity Planning Analyst.
Created schedules for five call centers located around the United States. Monitored and analyzed call center trends agent information utilization etc. Managed real time capacity in regard to agent activity and coordinate training and meeting activities with supervisors in the various centers. Utilized symposiums to generate daily agent reports to help in the managing of agent daily activities. Approved time off request as well as shift swaps and coverage based on the call center forecast.
Selected Contributions:
• Worked closely with IT on building a new scheduling and forecasting tool to help in the utilization of all agents in the various call centers. Worked on improving this tool to utilize as an adherence tool.
• Expanded my forecasting skills as well as enhanced my call center experience to create more effective and efficient schedules to maximize agent utilization and minimize costs
• Worked on several projects to enhance forecasting and scheduling process overall.
Verizon Communication. 01/04-08/05
Resource Manager Group Manager
Was the subject matter expert for all Workforce management related topics for seventy plus union business sale
call center. Distributed and managed schedules on a weekly basis. Worked closely with the Forecasting and scheduling teams to ensure that schedules and forecast meet business needs and union standards. Managed all activities for real time management and adherence as well as run daily and weekly and monthly reports for the entire center.
Selected Contributions:
• Created the Workforce Management support group for all of the Verizon centers.
• Learned and mastered running Rockwell and Empsx Workforce Management tools.
• Was the local champion for the Diversity Group within Verizon
• Worked and won over the Union within the center.
JPMorgan Chase 01/01-01/04
Workforce Management Support Operations Specialist. 01/03-01/04
Previous Position: Adherence Specialist 01/02-01/03
Previous Position: Customer Care Specialist 01/01-01/02
Advanced into several positions within the organization starting with a customer care specialist then moved into the workforce management department. Managed and created multiple databases reports and policies and procedures to ensure service level metrics are being met on a daily basis. Had administrative rights to all systems within the organization.
Selected Contributions:
• Learned all aspects of Workforce Management basis and guidelines.
• Created attendance database to manage daily attendance call offs.
• Assisted in creating as well as administrating a voice of employee survey project which helped evaluate the leadership quality within the call center.
• Managed and created multiple reports to assist with the management of outside and offshore call centers.
• Created as well as maintained a database that accomplishes the following goals: Helped reduce the amount of time Supervisors as well as Managers monthly which was spent manually calculating what each of their individual customer care professionals work orders were opened incorrectly. Automated that manual process and created a summarized percentage report for them to utilize which saved around 150 hours monthly.
Merck Medco. (Accounts Receivable Analyst) 01/00-01/01
CVS Pharmacy (Assistant Manager) 09/99-01/00
Education and Training
The Ohio State University Columbus Oh 9/95 to 9/99
Bachelor of Science; concentration in Marketing
DeVry University Columbus Oh 01/00 to 01/01
Bachelor of Science; concentration in Network Administration
Keller Graduate School of Management Columbus Oh 01/05 to 10/07
Masters in Information Systems Management; concentration in Project Management
Training:
Completed numerous courses and seminars in customer service project management IEX total view EWFM Avaya Gensys workforce management and route-it and various WFM tools communication and Access Excel Word and various MS application. Basic knowledge of VB C++ and HTML and Dreamweaver time management and leadership.
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