Adam Horton Email & Phone Number

San Jose, Ca, Us

-Lead a team responsible for workforce optimization and staffing needs for the Customer Success organization -Collaborate with internal support staff and BPO organizations globally to ensure efficient workforce management -Implement and manage transitions to new workforce optimization tools such as Amazon Voice and Assembled -Analyze workforce data to show opportunities for improvement and cost savings.-Develop and implement strategies to optimize workforce performance and efficiency.-Drive continuous improvement initiatives to enhance customer service delivery and employee productivity.

San Jose, Ca, Us

-Oversaw the transition from Oracle CRM to Salesforce CRM, ensuring a smooth and efficient process -Managed the InContact telephony system and supervised a team of eight agents, ensuring high-quality customer service.-Led the Technology Support team, providing technical guidance and support to internal and outsource staff -Spearheaded the Work from Home initiative for internal agents, ensuring seamless remote work capabilities -Provided technical support for InContact Telephony and VPN tunnel, resolving issues promptly and efficiently.

San Jose, Ca, Us

-Developed and implemented workforce planning strategies to optimize staffing levels and improve efficiency. -Collaborated with senior leadership to create accurate forecasting plans for customer service operations.-Oversaw the management of the InContact telephony system and led a team of three agents.-Spearheaded the successful launch of the InContact Softphone for remote teams during the Covid Pandemic. -Integrated external brands into the InContact Telephony platform to streamline customer service processes. -Implemented performance metrics to track and improve team productivity and customer satisfaction.

San Jose, Ca, Us

-Utilized NICE WFM tool to optimize schedules and ensure adequate coverage for customer service team -Coordinated team meetings and training sessions to enhance performance and productivity.-Oversaw onboarding and offboarding processes for customer service representatives, ensuring seamless integration into necessary systems.-Managed Real-Time Adherence (RTA) for representatives across various brands to support operational efficiency.-Implemented staffing decisions based on real-time volume data to meet service level agreements-Analyzed forecasted volume data to make initiative-taking adjustments to schedules and staffing levels.

San Jose, Ca, Us

- Provided excellent customer service to TinyPrints Customers.

Charlotte, North Carolina, Us

- Managed a team of 12 reps.- Sent out KPIs and conducted one-on-one sessions.- Acted as a backup for the call center manager.