Manager Management
Resume:
Abigail C Newland
Louisville, KY 40241
Phone/Fax 502-***-****/ 502-***-****
E-mail u925kg@r.postjobfree.com
Key Qualifications:
- Extensive call management experience
- Improved overall call center efficiency
- Initiated and developed Workforce workshops , training with aggressive engagement with operations department in daily, weekly tasks and process improvements
- Develop long and short term staffing and service level strategies for high profile clients (top Fortune businesses)
- Call Center Reporting and Analysis, AHT, Hold and Staff Occupancy review
- Long and Short term forecasting, Schedule Generation, Call Trend Analysis, Attrition and Staffing Review
Employment History:
October 2008 to present
Manager, National Workforce Management
Charter Communications
10300 Ormsby Station Rd
Louisville, KY 40223
Contribute to the Company vision of being the industry leader in customer service through
quality, commitment, courtesy and teamwork
Lead efforts to develop a comprehensive scheduling model using Workforce Management tools to create staffing requirements and generate work schedules for contact centers
Lead efforts to develop a comprehensive set of intraday performance processes, guidelines, communications and reports
Guide and manage direct reporting relationships with a team of Intraday Management Analysts and Forecasting and Staffing Analysts
Create a culture of consistency, accountability and continuous improvement regarding workforce management strategy, policy and process design Increase the efficiency of the contact centers through the creation of effective scheduling practices which balance business and employee needs
Manage intraday performance results by providing feedback, input and reporting to business partners to ensure service level and utilization goals are met Advise customer care leadership and business owners of staffing, call routing, capacity and budgeting considerations for strategic decisions and direction
Recommend policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs. Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to develop and leverage best practices to reach shared goals
Align workforce management practices to achieve key performance objectives (service level, utilization, budgeting, etc) Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
July 2006 to October 2008
Workforce Manager
Affinion Group Inc.
300 W Shrock Rd
Westerville, OH 43081
• Reports to Sr. Workforce Director
- Direct Reports
o Workforce Supervisor, lead scheduling and WFM coordinator, exempt WF Analysts
o Handle workforce functions and real time service level monitoring for multi-region and international call centers.
o Complete performance reviews per analyst and supervisor and submit for annual review and compensation recommendations
- Manage Westerville department and coordinate with other vendor WFM groups in staffing, scheduling and training initiatives.
- Supervise in the administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (IEX TotalView software)
• Prepare and review forecast staffing data for Centerbridge staffing model
• Approve and coordinate site/staff overtime as need and / or coordinate VTO (voluntary time-off)/ LWOP (leave without pay) across sites.
• Manage Quarterly, monthly and weekly staffing forecast versus actual staffing to meet service level agreement between internal and outsource clients.
• Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled time-off phone activity
• Supervise monitoring of real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
• Assist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into IEX Management (absence, tardiness, meetings, overtime, etc.)
• Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of management
• Forecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on call center needs
November 2004 to August 2006
Workforce Management Coordinator
Delias Inc
780 Brooksedge Plaza Dr
Westerville, OH 43031
- Directly reporting to the Operations Manager for a retail contact center of around 275 associates.
- Responsible for entire contact center’s weekly schedule generation, some short and long term forecasting, reconcilement, and analysis for the company's retail contact center located in Westerville, OH.
- The current responsibility includes scheduling for three (3) major retail brands and 5 other retail groups.
- Report generation and real time adherence monitoring are also major daily responsibilities involved.
- Deliver value-added analytical support to the Contact Center's business managers. Forecasting is based on historical trends as well as new catalog releases, reconcilement of variances, analyzing data, reporting trends/issues.
- Work closely with the Contact Center Finance Manager and Director to communicate and respond to questions regarding the business needs.
- Accountable for staffing requirements, AHT, shrinkage, and attrition monthly to at an accuracy level required to meet service level objectives.
- Work in partnership with the Contact center management team in order to determine new hire classes and potential training requirements.
- Establish and maintain communication channels with key business partners, internal and external to the contact center, to understand input drivers for the forecast and daily business operations.
- Simulate future scenarios of capacity planning and resource productivity.
- Utilize IEX Workforce to convert demand requirements into required staff levels
- Analyze key performance metrics against forecast.
- Identify trends in forecast with the ability to provide strategic insight to the LOB and contact center management.
- Assist with special projects or components of large projects
2002 – 2004 CHASE HOME FINANCE
Adherence Specialist (Global Command Center / Customer Care)
JP Morgan Chase CHASE
3415 Vision Dr, Columbus, OH 43219
- Directly assigned as Service Level Liaison and Adherence Specialist to Customer Care offshore accounts in Philippines, Costa Rica and Florida.
- Ensure schedule adherence of Call Center Representatives in Customer Care
- Analyze call center trends and evaluate for scheduling and forecasting
- Evaluate and approve productive shrink for supervisors requesting time for coaching, team and staff meetings
- Review and enter exceptions on Workforce Management tool
- Generate reports reflecting various call center sites Adherence, Service Level and Trends
- Facilitate training and create training materials
- Able to analyze data within limited time frames, recommend alternatives and implement solutions
- Ensure adherence to established processes and procedures to maintain high quality service levels
- Maintain the integrity and accessibility of WFM data elements and process employee data changes in IEX
2000 – 2002 CHASE HOME FINANCE
Research Analyst (Customer Care/ Payment Research)
- Resolve mortgagor’s issues regarding payment disputes
- Generate weekly service level reporting
- Facilitate training for new staff analysts
- Coordinated with Supervisors and Manager in various GL reconciliation issues
- Lead department in re-alignment of response letters sent out to mortgagors
- Respond to written and verbal inquiries from customers with emphasis on payment problems and research
- Process financial and non-financial adjustments
- Review and investigate problems and questions from customers
- 1999- 2000 (January) SILVERBANK CLOTHING, INC
- Executive / Marketing Assistant
- Prepare advertising and marketing presentations for investors and prospective business partners
- Coordinated catalog lay-out for new line of clothing accessories
- Perform diverse administrative functions requiring confidentiality, initiative and sound judgment
- Prepare and/or assist in creating presentations, charts/graphs, databases, spreadsheets, and materials for meetings; compose routine correspondence
- Coordinate travel arrangements and submit expenses, review incoming correspondence and prepare responses
Other Qualifications
- CMS / AVAYA Supervisor (versions 9, 11 and 13), Custom, Integrated & Designer Reports, Split/Skill Graphical/Custom Views
- Nortel / Symposium Call Center Client – Real Time reports, User Assignments, Skill Level Designation
- MCI Network Manager and ATT Business Direct access
- MS Office, ACESS, PowerPoint, some Monarch, Crystal Reports
Other Professional experience
1997 - 2000 GLOBAL CABLE TV, INC Manila, Philippines
MANAGER, NEWS AND PROGRAMMING DEPARTMENT
- Headed a department of 20 - 30 staff including field reporters, producers and production crew
- Managed a team of advertising professionals for various projects and local cable TV promotions
- Responsible for monitoring Cable TV programming guidelines as required by Philippines laws for public viewing
- Anchor, primetime nightly news cast for both English and Tagalog news program.
- Managed all staff performances and scheduled assignments for crew
- Approved segment productions based on topic and “media value”
1996 – 1997 GLOBAL CABLE TV, INC Manila, Philippines
SUPERVISOR, NEWS AND CURRENT EVENTS DEPARTMENT
- Supervised a staff of 12 news and advertising agents including production assistants, reporters and crew
- Scheduled daily news assignments and activity postings for different field reporters
- Maintained cost efficient productions as approved by management
- Coordinated non-profit activities by the company benefiting various local charitable organizations.
1995 – 1996 GLOBAL CABLE TV, INC Manila, Philippines
FIELD REPORTER/ SEGMENT PRODUCER
- Research latest events pertinent to local and national issues
- Scheduled interviews with various public figures (politicians, activists, etc)
- Live reporting from Presidential Palace (Malacanang) regarding the presidents weekly news conference
- Reported for field assignments as necessary
- 00Q541072
- Chicago, IL
- 09/26/200
- 06/26/2010
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- Green Card #077-641-355
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