Deandre Davis Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Perform both real-time analysis and scheduling functions determined by current business needsPerforms real-time analysis duties to ensure service levels are metMonitors call volume demand in real time and flexes workforce accordinglyEnsures that the best possible call center service levels are achieved to maximize utilizationMonitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintainedDesigns and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planningDetermines how to best distribute the staff to meet projected call volumesAnalyzes historical patterns to determine nature, variance, and seasonality of call arrival patternsUtilizes shift schedule templates to determine shiftsCreate shift schedules in WFM system (Verint)Develop a set of priority rules that will govern how shifts are assignedEstablish sets of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance

Fishers, Indiana, United States

Ensure team and agent level activities are aligned in order for the account to maintain Service Levels.Communicating with members of Central Workforce Management and Global Command Centers during the day to day Hours of Operation.Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time focusing on maximizing the windows of availability.Partner with Operations and Scheduler to make recommendations in the planning of future activities.Enter, maintain, and manage associate’s schedules in IEX/BP/InContactDriving efficiency and proper utilization of Shrinkage– PTO, VTO, Absenteeism, Breaks, Lunches, etcConsolidate information gathered from interactions with Supervisors and Agents, listening to phone calls, and in some cases handling phone calls, to report trends or issues impacting Volume, Average Handle Time, or inability to handle customer’s concerns.In some cases, provide support maintaining rosters and generate reports as required.

Fishers, Indiana, United States

Greater Indianapolis

Associate'S Degree, Hospitality Administration/Management

Education record