Charles Jackson Email & Phone Number

Pasadena, California, United States

Pasadena, California, United States

Group administrator for Verint workforce software within Sales, managing group rosters and scheduling within Verint. I also helped to improve the onboarding and scheduling processes by driving standardization and increased efficiency.I support the workforce team with maintaining records that drive various reports related to adherence, licensing, and sales production.

Ontario, California

I was the primary point of contact for reporting on site operating expenses, including tracking for expense reports, and forecasting monthly and annually and also acted as the backup to facilities in relation to ordering supplies. I worked with planning on capital expense proposals to help gather all details for submission, including large maintenance and improvement projects such as remodeling and tracking the life cycle of building A/C replacement.I was in charge of maintaining the seat planning for the call center, maximizing space for sharing as well as helping with the process of moving agents to remote work as necessary for Covid social distancing. Additionally I supported the workforce and reporting team members with development of new processes or simply with backup when out of office.

Culver City

Develop and manage agent and call performance reporting for the Retention organization at the market, site and national levels., including outsource teams. Assisted with budget planning and forecasting call volume to project staff requirements and maximize workforce efficiency at the daily level and up through a five-year plan. Utilize Avaya and Aspect platforms to manage historical and real-time reporting needs. Perform local administrative duties for eWFM software to maintain configuration and setup users.

Forecast staffing requirements and call volume for TWC customer care and outsourcing vendors servicing the Los Angeles market. Provide KPI and agent performance reporting.

Performance management and training of telephone care representatives.