Brenda Thompson Email & Phone Number

Draper, Utah, United States

Salt Lake City, Ut

Lead and develop a team of 12 WFM professionals providing Scheduling, Capacity, and Intraday support to five sites across three partners in Latin America, averaging 1,800 Tier 1 customer service agents and maintaining a minimal delta to $23.2 million (USD) annual billable hour budget.Thought partner and WFM subject matter expert for new initiatives and impacts on the business. Changing service level targets resulting in a $6.8 Million global cost reduction in the second half of 2023.Resetting baseline assumptions for billable shrinkage categories resulting in a $165 thousand annual reduction in LatAM billable shrinkage cost. Changes to the duration of new hire training and speed to production impact to core metrics of AHT and the impacts on training shrinkage.Facilitated Calabrio/ Teleopti implementation for internal and external WFM teams encompassing training, configuration, and deployment across 4 months in Salt Lake City, Mexico, and Brazil.

Salt Lake City

Delivered headcount guidance for Voice, Chat, and internal Technical Support departments consisting of 2300 agents across 6 contact centers spanning three regions of EMEA, APAC, and LatAm. Partnered with vendor sites to meet staffing and scheduling objectives. Ensured optimized resourcing and results, leveraging data-driven insights and from WFM software and data tools.Modeled staffing and hiring recommendations, factoring in operational goals, recruiting abilities, forecast requirements, and realities of shrinkage, attrition, and schedule inefficiencies.Interpreted weekly volume forecasts from WFM software into daily interval requirements, factoring in seasonal shifts and holiday impacts, and created optimized AHT forecasts for scheduling teams.Successfully managed six site exits and eight site launches with organized and detailed project plans.

Los Gatos, California, United States

Created and administered agent schedules as Netflix staffing needs changed. Created call arrival patterns for external sites to ensure control and accuracy in rapidly growing markets. Track, analyze, and report on performance using Tableau and workforce management systems. Reviewed scheduled vs. forecast weekly requirements with vendors and Netflix management teams to provide recommendations on schedule adjustments.Managed ad-hoc schedules, prepared staffing plans for planned activity, and delivered intraday WFM metrics for external sites with 500-700 agents. Leveraged IEX and Aspect software for resource planning.Created schedules and hours of operation ramp plan for the launch of the first Netflix Internal Contact Center in Salt Lake City with the successful transition of Technical support from California to Utah and the ramp of Tier 1 Contact Center Agents. Provided Aspect training to new Agents on how to properly use the WFM software to view and request changes to their schedules.

Los Gatos, California, United States

Communicated directly with Supervisors on trends, staffing levels, and mitigation tactics needed to improve SLA and ASA performance.Monitored planned vs delivered headcount and performance focused on handle time, line adherence, and shrinkage.

San Mateo, Ca

San Jose, Ca

Bachelors Of Science, Human Resources Management

Activities and Societies: SHRM,

Associate'S, Business Administration