Bridget Brewster Email and Phone Number

● Develop short/long term historic staffing data level plans to meet customer demand through data and current center conditions.● Supported customer care department budget strategy for resource management in the current and upcoming fiscal year.● Reviewed intraday ACD statistics to determine any required force adjustments in Aspect.● Routing and directing call volumes effectively to achieve daily/monthly objectives.● Analyzing trends and making recommendations and change to meet required goals.● Implementing management decisions with respect to staffing and strategy.● Building and maintaining positive working relationships with call center leaders and staff across multiple teams.● Effectively supporting operational initiatives.● Managed statistical data in support of multiple advocates in the call center environment in Call Management System (CSM).● Conduct call pattern forecasting and scheduling planning activities in Aspect and Genesys.

•Managing maximum performance on call activity as a result of fewer dropped calls and alignment of skillsets.• Managing the forecasting / planning workload and determines how to best maximize recourse capacity in support of a large sales call center. May include both inbound and outbound models.• Preparing and overseeing absenteeism forecast, Paid-Time Off forecast, and other staff utilization factors to accurately set schedule parameters.• Recommending and implementing necessary changes of forecasted head counts.• Managing Adherence levels and makes recommendations accordingly.• Developing and continually updating schedules and workload resource plans.• Analyzing workload reports and performance metrics to identify opportunities to shift work based on resource capability.• Leading discussion based upon reporting to improve call center metrics.• Conducting real-time monitoring of service levels and incoming workloads to influences and positively impacts performance metrics.• Creating and using reports on staff productivity.• Analyzing trends and making recommendations to management.• Implementing management decisions with respect to staffing and strategy.• Building and maintaining positive working relationships with call center leaders and staff across multiple teams.• Effectively supporting operational initiatives.

•Coordinated projects/activities and maintained the new hire in IEX workforce database.•Created database tracking tools and reported on staffing shrinkage patterns (vacation, sick, training, etc.) •Managed statistical data in support of multiple advocates in the call center environment in Call Management System (CSM).•Monitored, coached and counseled daily performance of advocates. •Provided troubleshooting and password reset for multiple business accounts.•Created Intraday Performance Reports on Aspect and review hourly staffing levels by day.•Monitored and controlled schedule efficiency by analyzing staffing measurements and taking action to achieve objectives thru Aspect and TCS.•Acted as primary contact on Aspect eWFM Scheduling Software and database.•Reviewed current staffing and scheduling processes to uncover opportunities for improved efficiency.

•Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning; both detail and executive review levels.•Develop and maintain sophisticated forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast.•Assess and quantify near term risk or opportunities as identified through this process of analysis and forecasting. Quantify the impact of business initiatives by partnering with all levels of the organization and forecasting workload impacts appropriately.•Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills, 24x7x365. Advise management of necessary changes in staffing requirements.•Provide clear concise statistical reporting of workforce management results and trends for the GCC work groups. Confidently makes presentations to small and mid-sized audiences.•Provide ad hoc analysis; formulate conclusions, and present conclusions to management.•Work closely with leadership to define new analysis/reporting initiatives.•Work on cross-functional teams to support various projects.•Coordinate projects/activities and maintained the new hire in IEX workforce database.•Managed statistical data in support of multiple advocates in the call center environment in Call Management System (CSM).•Conduct call pattern forecasting and scheduling planning activities In Aspect and Genesys.

•Technical diagnosis, investigation, problem reproduction and resolution of problem cases.•Provide application support according to specifications that meet the needs of the enterprise.•Conduct research, learning and experimentation in order to improve the technical process.•Provide secure production environment with data and process integrity.•Determine impacts on applications based on changes to the business requirements.•Perform extensive research, analysis and troubleshoot complex issues.•Develop, tutorialize and conduct software presentation at training seminars and user groups.

•Support national forecasting and scheduling for multiple Verizon Call Centers thru EMPSX.•Test national schedules regularly to ensure staffing coverage across all call center hours.•Proactively recommending training, Voluntary Time off, Overtime, etc. based on analysis of scheduled or Intraday performance reports in IEX(Totalview).•Scheduled necessary training, associate coaching, etc. to ensure commitment to quality.•Used Aspect eWFM Scheduling Software to create weekly staffing requirements for each business unit.•Worked with Intraday staff to allocate staffing requirements appropriately and accurately to each call center location.•Updated and maintained call volume and AHT patterns within Aspect and consistently validated the accuracy of intraday forecast.•Monitored and controlled schedule efficiency by analyzing staffing measurements and taking action to achieve objectives.•Developed short and long range staffing level plans required to meet customer demand through historical statistical data and current center conditions.•Supported customer care department budget strategy for resource management in the current and upcoming fiscal year.•Reviewed intraday ACD statistics to determine any required force adjustments in Aspect.•Routing and directing call volumes effectively to achieve required objectives.Coordinated the development, maintenance, and accuracy of resource management databases.

Coordinated projects/activities and maintained the new hire in IEX workforce database.Created database tracking tools and reported on staffing shrinkage patterns (vacation, sick, training, etc.) Managed statistical data in support of multiple advocates in the call center environment in Call Management System (CSM).Monitored, coached and counseled daily performance of advocates coming out of New Hire classes.Provided troubleshooting and password reset for multiple business accounts.Created Intraday Performance Reports on Aspect and review hourly staffing levels by day.Monitored and controlled schedule efficiency by analyzing staffing measurements and taking action to achieve objectives thru Aspect and TCS.Acted as primary contact on Aspect eWFM Scheduling Software and database.Reviewed current staffing and scheduling processes to uncover opportunities for improved efficiency.

Responsible for motivating employees to meet performance and quality standards both individually and as a team by monitoring calls and providing feedback.Conduct team meetings to ensure accurate and timely communication.Handles supervisor calls and oversees escalation queue.Monitors call volume to ensure appropriate staffing levels are maintained to service clients.Demonstrate knowledge of and enforce company policies and procedures.Conduct and deliver performance reviews for team members.Conduct disciplinary interviews/counseling as appropriate. Complete and file all necessary HR documentation for direct reports.