Brian Lee Email & Phone Number

I am a transformational leader who has a proven track record building, managing & owning Workforce Management strategies, processes, development, & the execution of high customer service levels while ensuring the efficient utilization of resources.My extensive experience in planning, designing & implementing solutions that drive corporate productivity & cost savings would make a valuable addition to your organization.Some of the types of accomplishments I want to bring to your company include:* I developed & implemented a new WFM division that serves as a Client Relationship Team for Operations Field Leadership & resulted in ~19% improved client satisfaction survey scores, & ~15% reduced weekly workload/deliverables.* I reorganized infrastructure that allowed for multiple (local) WFM teams to centralize work and increase efficiency by merging seven “local” WFM teams into one “national” WFM team which enabled an ~26% reduction in headcount & improved efficiency/ removal of non-essential work.* I led a Global Workforce Management department comprised of multiple teams responsible for all WFM lifecycle processes including Forecasting, Scheduling, Data Analytics, Real-Time Management, etc. for 49 internal & vendor contact centers. Supervised 47+/- first & second level managers & 22+ non-exempt agents. * I built the WFO team infrastructure from scratch, & remotely managed multiple levels of WFO employees located in six different time zones.* I guided the client-side project implementation teams for the Genesys ACD & Verint WFM systems.My strong 20+ year WFM track record of being a generalist with a passion for acquiring & utilizing new skills & technologies demonstrates the capabilities I can deliver to your organization.I enjoy a position that provides me great variety & would welcome the opportunity to work with a company that will utilize my skills & provides an environment that allows for mentoring & building strong working relationships.

Listed skills include Store Management, Loss Prevention, Inventory Management, Retail, and 3 others.

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  University Of Southern Indiana

  General