Bryce Ackerman Email & Phone Number

Indianapolis, Indiana, United States

St Louis, Missouri, United States

• Regional WFM lead for staffing and productivity analysis across multiple hospitals
• Responsible for improving and expanding new WFM initiatives
• Forecast specialist responsible for ongoing reforecasts while collaborating with Finance and Operations to update staffing plans
• Acting project manager and lead for multiple automation processes
• Created and implemented ROI calculator and process for new job requests

Greater St. Louis Area

• Assigned to structure, create, hire, and establish WFM department within Claims enterprise
• Created work plan to move various tasks & analysis from Operations to WFM
• Liaison between Operations and internal reporting departments in improvement of software configuration and creation of enhanced productivity and inventory reports within Pega software
• Responsible for creation of long term forecasting, staffing, and capacity planning models

Greater St. Louis Area

• Appointed to lead and create the workforce management department and provide forecasting, scheduling and long-term staffing recommendations, analytics, reporting, and real-time analysis for an Operations team that.
• Created various workforce management initiatives while working closely with an Operations team without prior workforce assistance; included introduction of ACIS Zip option to phones and elimination of ring time.
• Developed and introduced long term staffing models for various business units to ensure proper staffing to meet SLA’s
• Responsible for the development and integration of two Workforce Analysts within the creation of department, one of whom was awarded the prestigious One Equifax Award for Q3 2017
• Successfully implemented BPO as Operations Project Manager Lead for global call routing program
• Project Lead and WFM SME for Calabrio WFM software from beginning proposal through extended Security approval and build in the post data breach environment

Greater St. Louis Area

• Manage a team comprised of one supervisor, one business analyst, five workforce analysts, and six intraday analysts who oversee workforce management processes within Centene specialty companies
• Manage long term forecasts and staffing plan for 24/7/365 Nurse Advice line
• Actively participate in new business implementations while working closely with Sales, Finance, IT, and Call Center Managers
• Designated administrator of company-wide BCP process for six separate contact centers
• Responsible for department budget planning and oversight
• Oversight and execution of various staffing and forecasting models, real-time goals and initiatives, long term staffing, and call center productivity measurements

Greater St. Louis Area

• Responsible for complete staffing, call forecasting, and schedule recommendations for various Centene health plans with experience in 24/7 Triage, various NurseWise Outbound campaigns using POM and IAT dialers.
• Depended on to create and maintain accurate staffing models to ensure optimal staffing while minimizing expenses. Additionally responsible for detailed staffing justifications to ensure finance, account management, and.
• Trusted to work with various Centene health plans while providing assistance and troubleshooting on call routing, reporting, workforce management, and new goals and initiatives.
• Proficient in Microsoft Office, Avaya CMS real-time and historical reporting, Avaya Terminal Emulator, and IEX and Blue Pumpkin scheduling/forecasting software.
• Adept in analyzing and improving various call center efficiencies including productivity measurements, schedule adherence, schedule optimization, appropriate staffing levels by interval, and time off phones.
• Experienced in state level reporting including Massachusetts Connector and Arizona AHCCCS.

Indianapolis, IN

• Responsible for the ongoing development, supervision, and training of 10 real-time workforce analysts. Trusted to administer weekly coaching sessions, development and performance appraisals, team meetings, and.
• Project lead for various workforce management initiatives to enhance call center effectiveness and efficiency. Counted on to work with various departmental subject matter experts including Telecom, Reporting, IT, and.
• Chosen to be off site representative for Canadian and Mexican call centers including a three-month stint of creating, hiring, and training RCI Mexico’s workforce management team.
• Designated representative for guided tours through the global bridge; depended on to explain call flow and overall objectives and ensure understanding of RCI and Revenue Planning and Management to RCI customers and.
• Proposed, created and implemented a designated tenured analyst group to assist with on-going projects and peer mentoring.

• Monitored real time operations of call centers in India, Ireland, Mexico, Philippines, United States and Canada for accurate staffing and call flow.
• Trusted to meet daily service level and out calling goals while balancing the needs of sales department.
• Empowered to offer voluntary time off and real-time overtime as needed to minimize cost, maximize profit, and improve answer time for calls in queue.
• Ensured that call centers were operational and on-line and trusted to recognize issues and react to emergency situations as needed.
• Proficient in Davox outcalling dialer, Avaya CMS real-time and historical reporting, Soundbite outcalling systems, IEX Totalview workforce management software, and extensive use of Microsoft Access, Excel, Powerpoint.

• Call Center liaison between phone staff and management, finance, payroll, workforce management, and Human Resources.
• Accountable for accurate time tracking for a department staff of 140 phone agents.
• Department representative for analyzing all production and phone statistics for call center agents. Additionally responsible for administering all written warnings.

• Responsible for booking airline tickets, hotel rooms, and rental cars through Sabre and CRS booking systems for RCI members.
• Promoted to International travel counselor within three months of employment with expansive knowledge of geography and specialty tours.
• Worked additionally as a part-time recruiter and directed all open house activities.
• Further assisted as a temporary sales supervisor and floorwalker for new hires; introduced weekly sales training meetings and further assisted new hires with system and sales training in Oklahoma City, OK and Tampa, FL.