Becky Morton Email & Phone Number

Portland, Maine Area

Freeport, Maine

• Managed a team of eight Workforce Management Schedulers and Payroll Coordinators responsible for creating schedules for two Contact Centers and Home Agents totaling 600 year-round - 2000 total Phone Reps during peak holiday season. Approved consolidated employee hours for each week’s payroll. • Created staffing requirements based on forecast and marketing plans and closely collaborated with Seasonal Staffing Department to develop strategies and monitor numbers to ensure hiring matched plans. On-going communications were critical to adjust and implement contingencies as necessary to ensure numbers were met

Freeport, Maine

Over this period, supervised Project Support Services, Mail Order Services, Customer File Maintenance and Order and Inquiry Agents with 25 -35 direct reports at any time. Budget development and monitoring, scheduling, workflow planning, performance management and coaching were all key components of these positions.ACCOMPLISHMENT HIGHLIGHTS• Created and facilitated a Job Coach Forum on performance management for 12 seasonal job coaches.• Designed and facilitated Coaching and Feedback/ Situational Leadership course for new Costa Rica leadership team. • Developed new workflow strategies to meet Peak cut-off deadlines for standard and express shipping.• Mentored three Job Coaches, two of whom were promoted to next level of supervision.