Bethany George Email & Phone Number

Austin, TX, US

Greensboro, NC, US

· Administrator of the ERP software including configuration and/or design, functionality testing, and implementation in accordance with strategic business plans. · Assist with the creation, documentation, and execution of test scripts for supported systems and research and implement solutions to identified issues. · Forecasting sales volume and staffing.

Asheville, North Carolina, US

• Development of company labor standards for scheduling software implementation specific to the department and job roles and responsibilities to align company growth and improvement with customer needs. Relies on.
• Forecasting sales volume and staffing needs based on business models within +/- 5% error rate on forecast (30 days to 1 year).
• Participates in cross-functional teams and projects, handling a variety of projects including ROI analysis, ad hoc analytic projects and on-going reporting.Provide detailed assistance to HR with FTE requirements.
• Reporting daily, monthly and yearly performance summaries and developing action plans to meet KPIs and company business goals.
• Research, interpret, analyze (at a high level) and report financial data and operational payroll data, querying from various sources, from both systematized and manually created sources.
• Develop process improvements, share expertise with others and continually strive to improve overall contributions made by the Field Operations team.

Seoul, KR

• Forecasting call volume and staffing needs based on business models within +/- 5% error rate on forecast (30 days to 1 year).
• Research call arrival patterns/trends and makes schedule adjustments to optimize schedules based on business needs and providing adhoc reports to site management and director as requested.
• Reporting daily, monthly and yearly performance summaries and developing action plans to meet KPIs and company business goals.
• Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.)

• Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations.
• Research call arrival patterns/trends and makes schedule adjustments to optimize schedules based on business needs and providing adhoc reports to site management and director as requested.
• Generate impact summaries of the day's events on service levels and performance metrics and develop and implement effective administrative tracking, analytical and trending procedures to support the unit's goals.
• Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.)

St. Louis, MO, US

• Align performance for multiple contact centers in order to ensure the proper amount of reps staffed at all times. Administer real time monitoring as it relate to queues, occupancy, service level, and schedule adherence
• Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations.
• Administrative tracking, analytical and trending procedures to support the business unit's goals and generate impact summaries of the day's events on service levels and performance metrics
• Analyze call volume patterns to manage work shifts, lunches, and breaks to drive non-productive optimization
• Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.)
• Organized training standard for new operation team members and assisted with general questions and tips to help improve overall performance, and providing additional support to upper management