Chad Blanton Email and Phone Number
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At North, our work in WFM and Genesys Cloud has been pivotal in supporting over 500 ACD agents across multiple sites, driving cost savings with operational efficiencies in queue design and scheduling. With a strong grasp on Genesys Cloud platforms and analytical skills, my role ensures that service delivery is both efficient and effective while maintaining QOL for our agents and preventing turnover.The workforce engagement philosophy I advocate goes beyond traditional monitoring and optimization, focusing on leveraging employee engagement as the core WFM value. This comprehensive approach encompasses strategic business planning, AI-enhanced customer service experiences, and project management. Our team's commitment to excellence has been instrumental in implementing multi-site systems and refining servicing strategies that align with organizational objectives.Combining all of these areas into comprehensive approach to workforce management:Strategic Business & Headcount PlanningWorkforce EngagementAI Agent Assist/Co-Pilot Cloud TelephonyGamificationWFM/WEM System AdministrationProject ManagementServicing Strategy, Process Automation, & IVR Design Supply & Demand Planning / Forecasting & Scheduling / Resource OptimizationPerformance Management / Evaluation & TrackingSystems Experience:Genesys CloudSalesforceServiceNowAspectCallMinerCalabrioNice/InContactIEX TotalviewAvaya (CMS, CentreVu)Workday/UltiPro/ADP
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Global Director, Workforce ManagementNorthDetroit, Mi, Us -
Director, Workforce ManagementNorth Nov 2015 - PresentTroy, Mi, UsSenior leader across all workforce management functional areas, including gamification, capacity planning, forecasting, scheduling, IVR & call routing maintenance, attrition/attendance management, & systems access requests. Supporting 500+ ACD agents and 1000+ users across multiple BPOs, sites, and geographic regionsProvide strategic direction and tactical leadership for all functional areas within WFM. Accountable for driving cost savings through improved operational efficiency including queue design, occupancy, and scheduling efficiency, along with highly effective management of agent FTE through capacity management. Develop and foster relationships with departments across the organization to execute a workforce management and engagement policy that is driven by and complements overall customer experience strategy.Leverage in-house and third party Agent Assist and Co-Pilot AI tools to deliver better service and QOL improvements for our employees and customers -
Manager, Call Center SupportCno Financial Group Oct 2002 - Aug 2012Carmel, Indiana, Us• Responsible for all workforce management, training, telecom, IT, and project management needs for 80-person call center, including administration of IEX Totalview, NICE Perform, and Avaya CentreVu & IP Agent software suites• Managed team of six business and workforce analysts & maintain updated call forecasting and staffing scenario models, including forecasting goals within 8% of plan. Project manager for transition of 300-person unit from Chicago to Carmel as part of corporate strategy to consolidate operations and enhance service. Supported three main call centers domestically as well as vendors in Jamaica & The Philippines. -
Monitoring Servicing Specliast IiiBi Incorporated Feb 2000 - Jun 2002Boulder, Co, Us
Chad Blanton Skills
Chad Blanton Education Details
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Columbia UniversityPolitical Science & Statistics -
Columbia UniversityMaster Of Public Administration - Mpa
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Western Governors UniversityMaster Of Business Administration - Mba
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Ball State UniversityRisk Management & Insurance
Frequently Asked Questions about Chad Blanton
What company does Chad Blanton work for?
Chad Blanton works for North
What is Chad Blanton's role at the current company?
Chad Blanton's current role is Global Director, Workforce Management.
What is Chad Blanton's email address?
Chad Blanton's email address is ch****@****hoo.com
What is Chad Blanton's direct phone number?
Chad Blanton's direct phone number is +124826*****
What schools did Chad Blanton attend?
Chad Blanton attended Columbia University, Columbia University, Western Governors University, Ball State University.
What are some of Chad Blanton's interests?
Chad Blanton has interest in Social Services, Children, Economic Empowerment, Civil Rights And Social Action, Politics, Education, Science And Technology, Human Rights.
What skills is Chad Blanton known for?
Chad Blanton has skills like Training, Customer Service, Call Centers, Insurance, Data Analysis, Team Building, Workforce Management, Process Improvement, Business Process Improvement, Project Management, Strategic Planning, Management.
Who are Chad Blanton's colleagues?
Chad Blanton's colleagues are Diane Lichey, Julius Agu, Sirikarn Prasatthai, Ruth Guy, Mark Faour, Laurence Liffard, Scoof Bob.
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