Daniel Crofton Email & Phone Number

Queen Creek, Az, Us

Houston, Texas, Us

Houston, Texas, Us

Led two projects for migrating 1,000 call center staff to VDI (Virtual Desktop Infrastructure) platforms. Reduced number of Avaya skills by 16 to create more efficient call routingMigrated near-shore vendor partner to our Avaya platform for better visibility and efficient call routing. Deliver $6 million in savings over 2 years through improved processes, agent occupancy, schedule adherence, and staffing levels.Use Aspect and Avaya to track Call Center KPI (Key Performance Indicators) to improve occupancy by 7 points year over year.Led combination of our WFM Real Time and Mission Control Team. Created training, process documents, 24/7 on-call procedures.Develop new standardized processes between IT teams and call centers to improve outage reports and WFM/NOC response times to issues and drive resolution.Manage schedules for 300 agents. Communicate required changes, shift bids, and new hire schedules.

Houston, Texas, Us

Monitor queues using Avaya CMSIdentify volume spikes outside of the forecasted rangeAlert IT to system outagesWork to mitigate any service impacts by skill changes in Avaya, overtime, and IVR call routing changesProcess improvements and documentation

Gilbert, Az, Us

Designed and implemented phone surveys a customer could opt-in to take at the completion of an inbound call.Redesign phone prompts for faster service and a better customer experience.Assist in Call Center budget and capacity planning to reduce costs to pay for new Customer Management Tool (SalesForce).Reduced costs to call Center by moving remote agents from laptops to VDI system.Work directly with business partners to analyze trends in call volume and coordinate IT resources in preparation for retail launches to improve customer experience.Oversees and maintains the Workforce Management Platform along with call center technology.Manage configuration and support of ongoing initiatives such as shift bids, flexible schedules and benefit time allowances. Analyze operations challenges and publish daily reports for all levels of management.Manage team of Workforce Operations Analyst responsible for overall daily call center productivity and scheduling.

Gilbert, Az, Us

• Develop and apply ongoing analysis of demand forecasts, volume trends, call center capacity and staffing levels in order to improve efficiency of the company’s interpreter workforce across multiple locations, shifts and platforms 24/7.• Monitor real time call volume and staff using a web based dashboard to maintain Service Level.• Analyze operations challenges and cements and publish regular daily reports for all levels of management.• Utilize online corporate messaging platforms to communicate with a nationwide workforce and provide support and direction to individuals as necessary.

Austin, Texas, Us

This position coordinates and maintains the effective operations of multiple call centers through interdepartmental communication and related analytics. This job requires knowledge of call center operations, performance measures, forecasting methods, workforce management fundamentals, scheduling tools and software; and the skill to create and analyze detailed data and reports to effectively communicate results.

Saltaire, West Yorkshire, Gb

Manage intraday call center activities in a dynamic and demanding 24x7 inbound technical support center, ensuring contractual call handling metrics are met while promoting the efficient use of call center staff.

Saltaire, West Yorkshire, Gb

• Performed as Shift lead for WFO. • Conduct coaching to enhance performance of group members and exemplify team leadership.• Drive performance and cost savings in a call center environment through real time agent monitoring. • Identifying customer impacted outages.• Provide staffing analysis and call delivery analysis intra-day as well as client communications as needed.• Manage and distribute continued education to agents; Manage and schedule coaching time for supervisors.