Dennis Dean Email & Phone Number

Remote, Sacramento Ca

Gold River, California, United States

• Responsible for day to day operations of Contact Center• Implemented Nice inContact WFM software on a journey to build a WFM strategy to ensure S/L goals as well as effective capacity planning• Established department goals and objectives• Developed and implemented Contact Center performance targets and metrics• Responsible for day to day operations of Contact Center• Evaluated and implemented performance management software• Built reporting program to support daily operations as well as inform Executive Team of Contact Center performance• Created staffing model to forecast future growth and inform hiring decisions• Responsible for team management and development of management staff

Folsom, Ca

• Responsible for WFM operations across 3 US/Ireland sites supporting 5 global clients.• Produced executive level reporting and analysis for all internal and outsourced call centers covering site workloads, productivity, service levels, staffing, and financial metrics.• Directed all site hiring by forecasting attrition, promotions and global needs for each line of business.• Built key WFM processes including forecasting/cap. planning, scheduling and real-time management• Elevated WFM outputs through process improvement and associate engagement and development• Responsible for cross-functional team management and development of workforce management staff• Evaluated and Implemented Workforce Management software.

Sacramento, California

Responsible for managing the day to day operations of the comedy club as well as co-producing events such as 48 hour Comedy Marathon and Sacramento Comedy Festival• Hire, staff, train and schedule for Box Office, Bar, Tech and Maintenance positions• Ensure daily operations run according to plan• Responsible for initiating operational guidelines/process improvements and documenting • Coordinate event schedules and personnel schedules. • As co-producer (with owner) of the annual Sacramento Comedy Festival..... responsible for creating schedule, securing venues, venue preparedness, staff training, marketing plan/execution and daily operations.

Responsible for managing the resource planning/scheduling for Apple’s 5 internal and 31 outsourced global contact centers.• Responsible for vision creation and execution for the Workforce Management / Scheduling group• Managed corporate oversight of Workforce Management for outsourced contact centers• Owned all workforce staffing, call center staff planning and processes related to scheduling staff to meet requirements for internal contact centers (including home-based agents)• Managed vendor relations and processes for outsourced WFM group to support internal staff of 12 analysts

Working with Call Center Manager, responsible for managing the daily operations of the Stockton Call Center and all Call Center related projects.• Project Manager for Call Center related projects• Provided management support to Team managers for operational and personnel issues• Monitored and helped prepare department budget.• Developed and provided management reporting on Call Center performance.• Managed outbound customer survey unit and Call Center admin staff.