Leads team of analysts that provide operational support to the Contact Center via Quality Assurance, Workforce Management, Communications, Resource Management, and Data Analysis/Reporting

• Manages forecast and schedules to ensure adequate coverage at all times of operations• Monitors attendance, PTO, scheduled trainings and meetings, and their impact on operations• Manages/produces daily, weekly, and monthly reports that provide management guidance on call stats and agent performance• Gathers data and produces reports on demand for account management, business development, clinical operations, and others as needed• Provides analytical and business support for special projects• Collaborates with department management in identifying opportunities to further optimize the workforce

Workforce Management Forecast Analyst (since Aug. 2015)• Analyze contact center trends, including: call volumes, call patterns, staff productivity, attrition rates, and resource allocation for multiple centers. • Uses data collected to forecast call arrival and build staffing/scheduling plans to meet business unit goals and objectives.• Monitor inbound call traffic in order to timely adjust call volumes• Create reports used for capacity planning• Coordinate with other departments when outages occur and calls must be redirected• Update agent schedules as neededIncentive and Reporting - Operations Specialist III (Sep. 2013 – Aug. 2015)• Manage the Sales Database that stores the sales research requests• Assist with managing the Incentive Plans for the division• Assist with managing of the monthly incentive process for the division• Tracking of sales campaigns• Creating Adhoc reporting• Managing less complex projects as required by the management• Assist with managing of the Gallup reporting for the division• Assist with managing of the product implementation process for the division.• Manage the CICTS Reporting System that houses the division automated reporting• Serve as a knowledge base for the Contact Center as it relates to issues with the Regions Connects Referral System or any enhancements surrounding the Referral System• Responsible for Benchmarking to remain abreast of industry sales tactics