David K. Williams

David K. Williams Email and Phone Number

Operations Support Analyst @ Heartland Payment Systems
Plano, TX, US
David K. Williams's Location
Plano, Texas, United States, United States
David K. Williams's Contact Details

David K. Williams personal email

n/a
About David K. Williams

David K. Williams is a Operations Support Analyst at Heartland Payment Systems. He possess expertise in process improvement, workforce management, call center, talent management, customer experience and 15 more skills.

David K. Williams's Current Company Details
Heartland Payment Systems

Heartland Payment Systems

View
Operations Support Analyst
Plano, TX, US
David K. Williams Work Experience Details
  • Heartland Payment Systems
    Operations Support Analyst
    Heartland Payment Systems
    Plano, Tx, Us
    View
  • Heartland Payment Systems
    Operations Support Analyst
    Heartland Payment Systems Oct 2012 - Present
    Plano
    View
  • Direct Energy
    Workforce Analyst
    Direct Energy Jan 2008 - Present
    View
  • Direct Energy Business Services
    Workforce Analyst
    Direct Energy Business Services 2008 - Present
    View
  • Direct Energy
    Workforce Analyst
    Direct Energy Jan 1999 - Present
    View
  • Direct Energy
    Senior Team Supervisor
    Direct Energy Jan 2004 - Jan 2008
    View
  • Direct Energy
    Customer Service Supervisor
    Direct Energy 2004 - 2008
    Dallas/Fort Worth Area
    View
  • Direct Energy
    Senior Team Supervisor
    Direct Energy Jan 1999 - Jan 2004
    Retail Services/Auto dialer -Direct Energy; Monitored Real Time Adherence statistics and completed forecasting/planning, helping to ensure agents are on the phones during scheduled phone hours, includes monitoring breaks/lunches; Monitors unscheduled PTO calls/tardiness, etc., enters real-time exceptions into the workforce management tool (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.) Generated and communicated to appropriate members of management off phone activity reports, staffing issues, performance measures, and call statistics Established and maintained communicated channels regarding events impacting call volume Identified business trends and opportunities through analysis of the historical data and knowledge of company processes Developed and generated reports to assist in managing by comparing schedule/plan compliance to actual results and identifying areas for improvement Interfaced and collaborated with other departments, Management personnel and customers to identify opportunities for resource utilization and in achievement of departmental and overall business objectives Prepared Ad Hoc reports of key performance metrics from workforce management data, including service level, adherence to schedules, conformance and time/queue utilization Provided analysis of forecasts and trends to recommend changes in scheduling, reduce variances from schedules and increase effective use of staff resources in meeting productivity goals and objectives Provided support in managing day-to-day operations by monitoring adherence to schedules, service levels and phone volumes Created appropriate real-time modifications to activities and schedules to meet standards
    View
  • Alliance Data
    Customer Service Supervisor
    Alliance Data 2001 - 2004
    Dallas/Fort Worth Area
    View

David K. Williams Skills

Process Improvement Workforce Management Call Center Talent Management Customer Experience Iex Business Process Improvement Vendor Management Customer Satisfaction Customer Retention Team Leadership Avaya Change Management Customer Service Quality Assurance Visio Call Centers Training Delivery Coaching Telecommunications

David K. Williams Education Details

Frequently Asked Questions about David K. Williams

What company does David K. Williams work for?

David K. Williams works for Heartland Payment Systems

What is David K. Williams's role at the current company?

David K. Williams's current role is Operations Support Analyst.

What is David K. Williams's email address?

David K. Williams's email address is da****@****hps.com

What schools did David K. Williams attend?

David K. Williams attended San Francisco State University, San Francisco State University.

What skills is David K. Williams known for?

David K. Williams has skills like Process Improvement, Workforce Management, Call Center, Talent Management, Customer Experience, Iex, Business Process Improvement, Vendor Management, Customer Satisfaction, Customer Retention, Team Leadership, Avaya.

Not the David K. Williams you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.