Christopher Dubeau Email & Phone Number

Responsible for all duties associated with the Workforce Capacity Planner role and the Business Operations Manager, Workforce Management role, while also serving as a member of the executive leadership team for the Service Center. Worked with other members of the leadership team to enhance efficiency and drive down costs while maintaining performance.

Daniel Island, SC

Maintained the role of Workforce Capacity Planner while adding the responsibility of managing the workforce management team. Responsible for forecasting, staffing, hiring, recruiting and technology maintenance for the Service Center. Recommended various changes to call flows, hiring practices and schedules that allowed the Service Center to cut hiring and.

Daniel Island, SC

Responsible for determining the capacity needs of the Service Center including schedules, headcounts and queue assignments. Used advanced data mining to build forecasts up to 18 months in advance that ran within a 5% variance of actual call volume, average handle time and average speed of answer.

North Charleston, SC

Workforce Responsibilities: Manage a staff of 6 to 10 workforce employees, including a workforce supervisor. Review all aspects of staffing and scheduling in order to provide forecasts, staffing models and cost cutting strategies across multiple sites and multiple lines of business. Calculate appropriate headcounts, AHT and occupancy to ensure that answer.

North Charleston, SC

Manage a staff of fifteen to twenty employees in day-to-day operations. Assist in hiring and recommend termination of direct reports. Work with other members of management in order to develop methods for resolving existing company issues and improve procedures/processes (including scheduling/workload management.) Monitor, coach, teach, mentor and provide.

Goose Creek, SC

Perform software development and data analysis for all departments in order to accommodate daily operational needs (including performance, quality, scheduling and efficiency needs.) Utilize MSSQL, Microsoft Access and Postgres SQL in order to produce queries, reports, data samples and freestanding databases. Develop training manuals and technical reference.

Goose Creek, SC

Manage a staff of one hundred fifty plus employees, including exempt employees, in day-to-day operations. Develop schedules/call times across multiple business portfolios in order to ensure maximized results/completion of contracts in an efficient manner. Perform hiring and termination of operations staff, including entry level employees, team leads and.

Goose Creek, SC

Manage a staff of twenty plus employees in day-to-day operations. Develop schedules/call times in order to ensure maximized performance. Provide advanced troubleshooting techniques for customer-related issues and database issues. Perform hiring and termination of operations staff. Address client complaints via written correspondence and the handling of.

Business Administration And Management, General

Education record