Brian Chapman Email & Phone Number

Nashville, Tn, Us

Nashville, Tn, Us

Nashville, Tn

Tempe

• Currently manage teams that support Scheduling, Forecasting, Real Time Analysis, Capacity Planning and Business Analytics that support multiple sites.• Responsible for supporting between 15 – 20 individual clients with multiple lines of business.• Manage updates for all revenue forecast, for the contact centers. Working with the CFO and owners.• Created a new capacity planning process and model to better handle the collection environment for some of our clients and gives our recruiting department a clearer vision for future needs.• New processes for driving improved performance for our real time team that is responsible for balancing KPI’s and utilization of agents.• Involved in the sales process from a pricing and assessment of the business capacity for future work.• Own all of the contact / collections center reporting and analysis for the front line associate to the CEO. Some of the responsibilities include ensuring all KPI’s are met, initial invoicing, incentive reporting, performance reporting, as well as many other areas. • Key contact for clients for working through KPI and Pricing changes to existing contracts. • Own the Business review process that is reviewed with most clients monthly.

• Managed various teams that included Business Analysts, Real-Time Analysts, Forecasting and Scheduling Associates and Quality Assurance teams.• Supporting multiple sites across the country plus external vendors ranging from 10 to 15 different locations.• Development of strategic plan to help drive cost per call from $13 to under $5 per call in 4 years.• Outsourcing vendor relationships.• Responsible for Call routing, IVR and Email routing strategy.• Designed, hired and trained new working models for Quality, Reporting, Scheduling, Real Time and Forecasting teams. • Designed and implemented Cost per Call way of measuring operational efficiencies for AAA.• Worked on developing and implementing the strategic direction for changing the business model. Changed the business model from being a customer service organization for one AAA club to becoming a vendor of choice for multiple AAA clubs across the country. • Additionally moving from primarily being an expense piece of the business to being a revenue generating piece of the business.• Managed the construction of new site locations as well as decommissioning of existing sites. From requirements, design, technology, timing and costs for the contact center organization.• Responsible for business analytics supporting the entry-level positions through the executive levels utilizing Cognos, Aim-Call, PowerPoint, SQL, Access and Excel. • Developed Business Continuity Plans for multiple lines of business and various AAA clubs designed, created and tested.• Providing long / short range insurance revenue forecasts to finance and executive leadership. • Core project team member for implementing Net Promoter Score for the company. Responsible for requirements in the development of dashboards and analytics tools.

• Implemented all aspects of Workforce Management for a new company that grew from 800 agents 3500 agents in one year. Multiple sites in 2 countries.• Developed strategy for long-term support for rapid growth in a 3rd world country. • Oversaw RFP including negotiations, pricing, licensing, architecture, terms and conditions of contract for Aspect eWFM with IT POC and General Counsel. • Worked with over 40 different companies as the outsourcer.• Developed solutions for call routing and reporting for clients.• Facilitated business reviews with clients on a weekly basis to review performance and provide future solutions.• Recruited, hired and training Workforce team including leaders and individual contributors supporting forecasting, scheduling, reporting, capacity planning. Created an outsource Force desk model generating revenue for the company by performing real time monitoring for a client’s internal call centers.• Integral part of the sales team in attracting and selling services to new clients. • Provided direction in pricing scenarios for new clients working closely with the CFO.

• Responsible for Planning, Forecasting, Scheduling, and Traffic in a multiple site multiple media type environment.• E-commerce reporting / MIS reporting – Provide all reporting to front line support through Executive Management.• Direct liaison with the finance department. Helping in the development of budgets, expense, and project costs.• IVRU strategy and email and voice routing designs. • Contingency planning and testing.

• Managed all workforce management activities. (multiple sites) • 800 – 1000 customer service consultants (total of 2 sites)• MIS Reporting – Provide daily weekly monthly reporting for the operations.• Expense forecast modeling.• Capacity planning – Providing a comprehensive look at staff requirements, space and business drivers for both short range and long range timeframes.• Incentive Programs – Develop and track front line programs for the associates to reach performance targets.

Bachelor'S Degree, Economics

Education record