Brian Flock Email & Phone Number

Professional and manager with 5 years operations management, data analytics, and contact center workforce management; 16 years of product management of leading-edge technologies (Silicon Valley); and 13 years of direct sales. Expertise includes operations management, customer requirements, business case development, cross-functional team management, B2B marketing, B2C operations, direct P&L responsibility, evangelism, technical sales, plus mergers and acquisitions.

Listed skills include Real Estate, Sfr, Investment Properties, Buyer Representation, and 19 others.

• 

  Director, Workforce Management

  Greenix

  Jan 2021 - Present - Orem, Utah, United States

  * Spearhead the implementation of new, cross-functional systems and processes, leveraging expertise in Genesys, NICE inContact/CXone, IEX, and meticulous hand calculations, resulting in more than a 20% improvement in Contact Center efficiency.* Drive forecasting and scheduling efforts across multiple departments to consistently meet SLAs across diverse channels and successfully deliver on high-priority special projects.* Conduct comprehensive interval, daily, weekly, monthly, and annual analyses of historical performance, providing actionable insights for continuous improvement within individual departments.* Collaborate with department heads to optimize staffing levels and enhance production efficiency, successfully addressing challenges affecting production outcomes.* Lead Scheduling/Routing responsibilities for millions of services, ensuring seamless operations and client satisfaction.* Manage and inspire a team of 16 professionals, fostering a strong team culture that has contributed to low turnover rates.