Alison Rodney Email & Phone Number

Seminole, Fl, Us

Dallas, Tx, Us

Omaha, Ne, Us

- Provide oversight and guidance to managers, supervisors and trainers to achieve overall corporate goals- Draft and implement departmental policies and procedures- Partner with CFO to determine monthly individual goals to obtain financial model- Direct resource planning meeting to determine long-term hiring plans to meet financial and business models

Omaha, Ne, Us

Southfield, Michigan, Us

• Planned, developed, coordinated and supervised the delivery of quality patient care to meet care coordinate goals and metrics.• Lead, motivated and evaluated the performance of clinical staff, supervisors and all other direct reports.• Served actively as a member of the leadership team to formulate and execute on department goals that support the overall strategic corporate goals.• Made recommendations for staffing and general operational needs.• Collaborated with the Director of Training to evaluate the training program and the orientation of newly trained staff to the organization.• Interpreted operational indicators to detect changes in volume that could impact staffing levels.

Draper, Ut, Us

- Develop, improve and manage WFM processes such as Forecasting, Scheduling, Real-Time & Intraday Management, and the WFM/Network Control personnel associated with each process- Strategic and tactical scheduling- Execution of real-time processes and improvement- Lead implementation of processes and other WFM & Call Center initiatives- Manage and update WFM Systems & Models- Development and administration of strategic & tactical call routing strategies- Responsible for Staff Groups and Agent Skill Matrices (Skilling) Strategies and assignment- Initiate and maintain process documentation and continuous improvements- Primary contact for IT/Telecom for ACD, Call Routing and WFM System

Orlando, Florida, Us

· Built and led a newly created Workforce Management department· Created and managed budgets/forecasts tied to $8M in spending and $13M EBITDA.· Led and managed all people and processes within staffing & scheduling allowing us to answer 85% of calls within 60 second threshold.· Created a 3-year strategic plan to establish staffing requirements needed to achieve expected Service Levels based on projected owner growth and business rules.· Served as primary liaison between the Owner Services department and Telecommunications/Information Technology.· Led the business requirements collection, selection/purchase and implementation of the workforce management software from Nice Systems.· Manage and negotiate external vendor contracts.; Resource Planning and Management

Orlando, Fl, Us

· Led and managed Workforce Management processes for 150+ seat, dual-site contact center to accomplish staffing analysis and schedule management.· Served as primary liaison between Workforce Management team and Operations.· Served as primary liaison between Workforce Management team and Senior Management.· Participated in budget process for vacation planning counselor positions.· Built Workforce Management team in satellite center.· Led the development and implementation of a scheduling philosophy outlining scheduling practices.· Facilitated daily meetings discussing call center metrics and upcoming events; recommending plans to increase service levels.

Education record

Education record