Craig Mcintyre Email & Phone Number

Very excited to be a part of this awesome Team and incredible Company!Analyze transactional patterns to develop labor forecasts and schedules to help meet business unit objectives.Recommend solutions or improvements to workforce schedules.Perform Intraday forecasting and lead in capacity management.Ensure the workforce is leveraged to meet key performance indicators for the business and leverage capacity appropriately to focus on business directed initiatives.Perform real time management activities to manage capacity and schedule adherence.Schedule front line employees for training, meetings and off-line time in support of business requirements.Provide ad-hoc reports and analysis to support management initiative and special projects.Review source transactional data to verify accuracy.Assist in overseeing internal business processes and information ensuring integration with strategic suppliers.Participate as a subject matter expert in enterprise or internal projects on workload strategies.

Boise, Idaho Area

Hired as a Forecast Scheduler, in 2010 promoted to Senior Forecast Scheduler overseeing multiple contracts and call centers with 5 direct reports. Relied upon consistently over the years by senior leadership for long term capacity planning, problem solving, and analysis. This accuracy and high level of forecasting has been critical to the success of the call centers. Promoted to Business Partner in 2017; this role requires accountability for all levels of WFM at 6 call centers, 5 LOBs, with over 3,000 agents. In addition to these responsibilities, developing and maintaining greater communication with the client and operations was required, while continuing leadership and mentoring those in workforce management. This was done through leading by example and ensuring productivity through hard work, enthusiasm, and proven results. Proficiency with IEX workforce software and strong computer and MS Office skills.

Boise, Idaho Area

Promoted to Real Time Analyst from an Agent booking Air, Hotel, and Car travel profitably while maintaining customer loyalty for all programs serviced. Reading, analyzing, and interpreting data to provide guidance for business efficiencies.