David Goodwin Email & Phone Number

As a consummate professional with 20 years of leading a global workforce optimization organization I have extensive experience and leadership in workforce management, intra-day management, performance analytics and reporting, project development, data assessment, vendor relationship management and customer engagement optimization. I am a leader in driving and embracing the principles and leading practices in WFM domains, as well as building optimized WFM solutions that embrace global best practices and procedures.I have extensive experience and success in leading a global team that is responsible for day to day global operations. I have managed operations for 8 global centres, and introduced and implemented WFO solutions (WFM, QM, eLearning Scorecards) in 14 additional new centres around the world. I have led a dynamic global team that designs the technical WFM specifications, completed full implementations, trained and provided steady state governance to WFM teams and then oversight in steady state for complete WFO operations. Among my strengths, you will find that I am proactive, exceptionally organized and a detail-oriented individual, who excels under pressure. I also pride myself as being a team player, who is loyal, dedicated and works hard to get the job done. I am a flexible individual who takes initiative, and seeks to critically analyze the process and find the solution, not the problem.Specialties:-Designing and implementing WFM global best practices for forecasting, scheduling, intra-day mgnt, reporting and performance management-Managing global team of WFM Scheduling Analysts, Reporting Analysts and Techinical Analysts-Implementing new WFM and WFO solutions and managing transitions in new centres-Leading global upgrades of WFM and WFO in 22 centres

Listed skills include Workforce Management, Project Management, Team Leadership, Quality Management, and 12 others.