Bryce Ackerman Email & Phone Number

Indianapolis, In, Us

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 included 400 phone/email/chat agents• 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, analysis of daily/monthly staffing, and SLA recommendations• 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• Project Lead and Operations SME for Siemens phone call back option from creation to implementation

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• Partner with IT, site management, and Centene Corporate Telecom to enhance call routing effectiveness and accuracy• Implementation and ongoing Subject Matter Expert for implementation of workforce management throughout entire Envolve People Care Enterprise• Department representative for various operational initiatives involving staffing, scheduling, efficiencies and KPI’s

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, Magnolia Prior Auth, CeltiCare Member/Provider, and Bridgeway Member/Provider/Claims/Case Management/Prior Auth.• 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 client understanding.• 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 performance improvement processes.• 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 Account Management. • 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 potential clients.• 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 and Word.

• 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 offices.