Caleb Testa Email & Phone Number

Atlanta, Ga, Us

Dallas, Texas, United States

Minnetonka, Minnesota

Provide forecasting, data analysis and capacity planning for Commercial, Mayo Clinic, Individual & Family Business, Provider Services and Government lines of businessWork closely with Real-Time Operations team, Reporting Team, Supervisors, Managers, Human Resources and Directors to provide detailed forecasting predictions, staffing need and analysisAct as Workforce Management subject matter expert for all partners and business stakeholdersProvide forecasts and analytical intelligence for third party vendor offsite contact center supportWork with Workforce Management team and Senior leadership to direct WFM policy, create WFM procedures and guidelines, invent and implement creative solutions and resolve complex challengesCreate, maintain and distribute comprehensive and accurate reporting for all business partnersMake proactive recommendations for process improvement, creative staffing solutions and WFM strategies for all business partnersConduct daily huddles between leadership from all business lines and WFM teamHost monthly forecasting updates with Senior leadership Oversee shift bidding process for all lines of business

St Paul Mn

Introduce Workforce Management concept within the companyEducate partners and business stakeholders on WFM principles, train Supervisors, Associates and establish WFM framework throughout the EnterpriseResident Workforce Management subject matter expert WFM consultant for Local, National and International partners and business stakeholdersProactive working knowledge of labor laws and partnership with HRTrain Workforce Management Analysts, create WFM procedures and guidelinesProvide forecasting, data analysis and capacity planning for Retirement, Annuities, Group Life Insurance, Individual Life Insurance and Financial Institution Group business linesAnalyze system-generated schedules, reports and forecastsMake proactive recommendations for improvements to processes, schedule changes and creative staffing solutionsTroubleshoot and resolve issues with effective, creative solutions

Greater Minneapolis-St. Paul Area

Provide Forecasting, Scheduling and Workforce Management support for Contact Center staffBuild and generate reports expertly in Workforce Management, Cisco, Quality Monitoring and Sales Management systemsTrack, document and publish performance stats for all center staff bi-monthly Develop, maintain and distribute ad-hoc reports and procedures expertly as requested by management teamRecord center data in monthly Scorecard for delivery to Service Center ManagementProvide back-up new hire training support and evaluations for Training departmentResolve complex and escalated customer situationsManage center complaint log and ensure appropriate complaint documentation, follow-up, resolution and forwarding to company leadershipProvide rotating evening and Saturday contact center supervisory coverage

Greater Minneapolis-St. Paul Area

Assist internal Phone Bank service agents in obtaining the information needed to best assist their clientsResolve escalated client issues while providing backup support for client queues and responding to Secure Messages and Contact Us email requestsProactively provide feedback and suggestions to the Training and Quality Monitoring teamsMaintain thorough knowledge of procedures, regulations and banking systems to assist internal and external clientsDemonstrate strong customer service, written and verbal communication skills as well as high proficiency with MS Word and Excel

Greater Minneapolis-St. Paul Area

Field incoming calls from clients and provide resolution for their needsMaintain extensive knowledge of Bremer’s products, services and proceduresIdentify clients’ financial objectives and offer products and services to meet their needsDemonstrate effective problem-solving skills and provide excellent customer service

Greater Minneapolis-St. Paul Area

Staff SchedulingOversee daily and nightly operationsManage hiring and training of staffEnforce standard operations for all monies grossed each night

Greater Minneapolis-St. Paul Area

Perform all hiring, training, scheduling and management of staffManage and oversee all staff payroll hours for consistent and timely delivery to payroll processing companyCoordinate all marketing, reservations, catering and special eventsBalance ledgers and manage weekly depositsControl inventory and conduct all business with vendorsEnforce standard protocol to remain in compliance with all state laws, regulations and city policies