Dennis Riffe Email & Phone Number

Concord, Nc, Us

Charlotte, North Carolina, United States

Charlotte, North Carolina Area

Manages the scheduling and staff planning for call center groups for a single large call center or multiple small call centers. Responsibilities Include: comprehensive planning process for call center programs including scheduletracking and adjustments, short-term planning and forecasting, and disaster recovery and contingency planning.Responsible for all aspects of development planning and performance management for lower-level staff.Responsible for ensuring proper analysis is done to support call center operational decisions related to staffing, including hiring and training planning. Responsible for communicating overall plans and direction to team members and internal clients.

Charlotte, North Carolina Area

Analyze trends and metrics for all Sales groups within Wells Fargo Customer Connection and make recommendations to maximize efficiencies of the groups.Work with Sales management and Senior Leadership, offering tactical advice that allows leadership to make informed decisions.Ensure policy and procedure consistency for the Resource Planning Sales Team.Assist with short term forecasting.Coach and provide feedback to the Specialists and Analysts on the Resource Planning Sales team.Provide workflow coordination for the Specialists and Analysts on the Resource Planning Sales team.Research eWorkforce Management issues and provide feedback when and where applicable.

Charlotte, North Carolina Area

Analyzing Call Volume trends and metrics for my Wachovia Direct Access business units in order to make accurate recommendations on how to effectively balance Customer Service and their positions to budget.Building and maintaining working relationships with multiple levels of Wachovia Direct Access and Wachovia Securities and offering strategic advice that allows leadership to make informed staffing decisions based on my recommendations.Opening, and tracking all, Non Retail Services Full Time hiring requisitions, and all of the Temporary Hiring requisitions for the Retail Market.Sizing impacts to individual Business Units and recommending adequate Full Time Equivalents, (FTE), to handle the forecasted change to business metrics, be it Volume, AHT, Non-Production.Working closely with all partners, Financial, Recruiting, Marketing, Telephony, MI&A, Project Management, Tactical, Service Planning to insure my business units are, not only adequately staffed for the moment, but also understand what challenges they may face in the future.

Beckley, West Virginia

Worked with clients, the Operational Department and Information Technology to ensure GCS was operating in accordance to client guidelines with regard to run rates, lead allocation, site designation, quality sales performance and back end analysis.Responsible for a client base of Insurance, Telecommunications and Credit Card acquisition that constituted over 2 million dollars in annual revenue billing in the Fortune 500 universe.Monitored the professional development and career path of the supervisory staff by implementing action plans that enabled them to reach a professional level of performance, teamwork and communication.Troubleshot areas of opportunity to make programs successful including recommending script / rebuttal revisions, lead segmentation, monitoring program results and providing performance enhancing feedback to our clients.Performed within the guidelines of the Federal Communications and Federal Trade Commissions to assure legal compliance in all marketing mediums.

Charleston, West Virginia Area

Developed strategic and tactical plans for Call Center operations including revenue cost planning, recruiting strategies, OSHA adherence, expansion, etc.Worked with Information Technologies and Production Management to endure adequate daily inventory is available.Directly responsible for the performance and development of 12 Supervisors, 3 Department Managers and 180 Market Research Representatives.Troubleshot areas of opportunity to make sure programs ran successfully including recommending script / P. A. T. response revisions, inventory segmentation and monitoring.

Huntington, West Virginia Area

Was directly responsible for preparing financial forecasts, explaining P&L, developing relationships with vendors and the day-to-day upkeep of a call center in respect to a 12 million dollar annual budget. Developed strategic and tactical plans for Call Center operations including revenue cost planning, recruiting strategies, OSHA adherence, expansion, etc.Managed a diverse client base which includes Insurance, Telecommunications and Credit Card acquisition which resulted in an annual revenue stream of 13 million dollars annually.Focused on developing a staff of 36 managers and 400+ associates through consistent monitoring, coaching and documentation to foster professional growth and performance.

Charleston, West Virginia

Beckley, West Virginia

Huntington / Beckley, West Virginia