David Greenfield Email and Phone Number

• Live-monitored and maintained agent adherence, call volume, daily attendance, and break schedules across multiple business lines to optimize resource allocation and align with operational goals.• Pinpointed areas for improvement through monitoring call volumes, managing agent staffing, scheduling processes, and forecasting future needs for a successful client program.• Oversaw workforce scheduling, including shift planning, time off, meetings, training, and shrinkage management.• Managed call center staff, verified PTO availability, logged downtime for remote team members, and updated NICE WFM for accurate PeopleSoft Time & Labor exports.• Analyzed and prepared staffing reports, comparing new performance metrics to previous reports.• Forecast and recommended staffing headcounts on a long-term basis.• Utilized time management and organizational skills to manage multiple, complex, ongoing tasks.• Processed and approved time off and schedule change requests within established guidelines, while coordinating off-phone activities such as team meetings and training events.• Identified trends, provided recommendations, and delivered detailed reports to leadership, supported by excellent organizational and communication abilities across diverse teams.• Communicated overtime and leave without pay opportunities, updating team member schedules accordingly.

• Live-monitored remote call center agents, ensuring strict adherence to protocols and schedules.• Delivered impactful real-time analysis and reporting on live calls and chats, optimizing operational efficiency.• Cross-functional collaboration across departments and clients to address adherence issues and resolve call handling concerns, including maintaining and adjusting agent skill profiles and creating new processes built for success.• Orchestrated daily and short-term scheduling adjustments for WFH agents, including meetings, leaves, training, and volume-based shifts.• Assisted in reconciling and approving payroll hours for supported business lines, while performing additional job-related duties as needed.• Leveraged expertise in NICE WFM and Avaya CMS for real-time management and reporting, with advanced proficiency in Excel.• Spearheaded the launch of new business lines within the call center, driving successful implementation.

• Bridge position accepted at onset of Covid-19 during business slowdown at previous position with expectation of continuing long-term employment with the company as soon as business picked up.• Provided customer service and technical support for telecommunication contractor. • Mentored customer service and call center skills with new employees during onboarding period.

• Delivered comprehensive customer service and technical support across diverse telecommunication contracts.• Progressed from phone support to a specialized chat support team within a few months.