Curtis Evans Email & Phone Number

New York, NY, US

Construct new and maintain existing long-term models, short-term forecasts, and ad-hoc modeling to inform staffing, budgeting, workload distribution, and strategic and tactical leadership decisions supporting service objectives.I serve as a subject matter expert for the workforce management discipline and related technologies while acting as a trusted.

Minnetonka, MN, US

• Analyze complex data, identify patterns and trends, and use this information to develop and implement effective strategies.
• Collaborating with operations leaders to understand current and future workforce needs to ensure alignment of workforce plans with overall business strategy.
• Analyzing workforce data to identify trends and patterns and making recommendations for improving workforce effectiveness which included modeling offshoring activities.
• Build a robust, dynamic, data-driven ecosystem of forecast models layered with appropriate demand-side and supply-side sensitivity analysis.
• Developing and implementing workforce analytics and reporting to track key workforce metrics and inform decision-making and optimize departmental efficiency.
• Improving operations tracking tools and developing KPIs and metrics to identify, quantify, and monitor workforce management performance and improvement opportunities.

Aspect eWFM, IEX, Genesys, Avaya, Meridian, CiscoUIP, Sybase SQL, MS SQL, ChatGpt, Python, Salesforce, PowerBI, Crystal Reports, Domo, MicroStrategy, Lucent CentreVue.

Las Condes, Santiago Metropolitan Region, CL

• Develop and implement a strategic workforce plan that aligns with the firm’s global business objectives.
• Developed solutions and strategies for Real-time monitoring, Reporting, Scheduling, and Forecasting processes.
• Collaborate with business leaders to understand their workforce needs and identify skills gaps.
• Monitor industry trends and best practices related to workforce planning and incorporate them into the organization's approach as appropriate.
• Communicate workforce planning strategies and recommendations to key stakeholders, including executive leadership.
• Develop and implement an overall strategic workforce planning roadmap that effectively aligns industry best practices with the current talent position.

GB

• Collaborating with clients and other stakeholders to ensure successful project outcomes.
• Coordinate with Contact Center managers across sites to identify service improvements and efficiencies opportunities.
• Analyzing and assessing WFM departmental needs, goals, and objectives.
• Analyzing and assessing Aspect eWFM software configuration for troubleshooting and business purpose effectiveness.
• Developing and implementing strategies, plans, and solutions to reconfigure Aspect eWFM software for performance optimization, forecasting, and reporting.
• Provided advice, guidance, and support on WFM processes and practices.

• Communicate workforce planning strategies and recommendations to key stakeholders, including senior leadership.
• Provide thought leadership with HR and business leaders to proactively identify and forecast the critical workforce requirements necessary to execute strategic business plans.
• Lead and facilitate workforce planning initiatives including, but not limited to, critical role/capability identification, sourcing and location strategies, environmental scanning, gap analysis, risk analysis, and.
• Provided accurate forecasts from 15-minute intervals to 5 years strategic.
• Partnered with internal teams to evaluate potential KPIs from planned initiatives.
• Identified internal process and/or tool improvements for cost savings over $1 million.

Fort Mill, South Carolina, US

• Develop effective means of communicating data-driven insights and recommendations to leaders in the organization across multiple delivery methods (ad-hoc reporting, design and build of dashboards, visualizations, etc.).
• Develop the WFM group, the reporting structure, and payroll groups.
• Implement upgrades and improvements to WFM, Payroll, and Reporting systems.
• Collaborate with IT, Finance, and other functional areas on building enhanced dashboards for workforce/people analytics.
• Monitor forecasting effectiveness and accuracy at all levels.
• Develop and implement processes for invoice auditing, payroll, scheduling, PTO requests, approval, and call center build-out.

Doctor Of Philosophy - Phd, Business Administration And Management, General

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General