•Projected short and long-term forecasting models per interval, daily, weekly, and monthly service performance, production staffing requirements, budget contract cost/invoicing hours. • Accomplished Line Adherence resource planning for Business partners supporting multiple lines of the business.• Collaborated with key stakeholders and Business Partners to establish short and long term goals/objectives and monitored progress throughout the year, providing course-correction guidance as to agreed service performance.• Formulated short term and long term forecasting scope, responsibilities, schedules, and assumptions.• Developed plans to improve Business partner’s performance in relation to the customer experience.• Conducted performance analysis and identified business improvement opportunities.• Constructed reporting to identify past performance to goals, highlighting partner strengths and opportunities for improvements reflected in the quarterly Business Partner leadership review.• Established departmental process/procedures and system enhancements to improve Internal and Business Partner performance effectiveness.• Trained multiple teams in short-term forecasting processes and procedures, resulting in employee’s self-career development and advancement.

• Manages intraday performance of call volume, performance metrics, staffing, and service levels across multiple locations, ensuring ongoing service performance is maintained, identifying and responding to situations which require remediation tactics.• Manages the various workforce management activities of scheduling, capacity planning, monitoring queues and volumes, and approving off phone activities. • Provides direction to outsource partners in ensuring staffing performance is meeting or exceeding acceptable standards.• Plans and adjust routing schemes, realigns resources to optimize coverage according to service metrics with a high density of foreign language skills and sets prioritizes across multiple sites foreign and domestic.• Utilizes reporting technology and data management applications to access the required data needed to support WFM analytics and provide status reports.

• Responsible for managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission and customer access strategies for major lines of business and new products initiatives.• Oversaw and maintained the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics for multiple lines of business, while accomplishing and achieving service levels goals. • Processed and evaluated call volume historical patterns and data trends, exercising independent judgment and discretion in matters of significance in sustaining and improving current and newly launched business plans.• Served as a liaison and contact for supporting internal and external vendor relationships, by negotiating with vendors planning scenario’s which improved turnaround in achieving service goals keeping projects under budget and on target. • Undertook revamping of Interactive Voice Response 1-800 system for all projects, updated real-time views and reporting data, allowing products to be analyzed by skill plus by performance metrics within operations support. • Conducted forecasting, created staffing schedules, and monitored real time for schedule adherence by pinpointing and developing valid real-time operations performance reports, improving and bringing agent scorecards above goals. • Provided subject matter guidance to employees, supervisors, managers, WFM team, and process team on eWFM, IVR and Avaya Call Management Systems.

• Reviewed company accounts, adjusted account reimbursements, and issued credits and corrections.• Monitored accounts for Global Business Accounts Team resulting in accurate records and data integrity.• Reviewed account coding to ensure customer records were accurate.

• Analyzed, processed and compiled workforce scenarios, schedules, and call center forecast reports.• Recommended staffing adjustments to Workforce Management Team and clients.• Assisted Resource/Workforce Group in Real Time Adherence and Exception Reporting.• Analyzed call center performance, adherence, and cost reports.

Telecom Analyst • Analyzed telecom invoices, adjusted erroneous entries, and recommended procedures to improve submissions for payments.• Managed equipment and service accounts as Corporate Wireless Equipment Administrator.• Served as Contact Liaison for employees, managers, and wireless suppliers, identifying and correcting account discrepancies.Operations Workforce Analyst• Analyzed, processed and compiled workforce schedules, optimization reports, and call center forecast reports for prospective and internal clients.• Supervised Tele-Center/Aspect system, ensuring compilation and distribution of production reports.• Designed staffing models, FTE requirements, forecasts and work plans for prospective clients. Implemented new project launch requirements.

• Provided technical and administrative support for Information Services Director and Telecommunications Manager, and approved international calls and invoices.• Analyzed and compiled ACD telecommunications data and reports via automated system.• Monitored telecom system for government compliance and systems usage.• Maintained IVR routing, programming setup and prompt recordings.