Led a Workforce Management team in support of the forecasting, scheduling and planning of contact centers in a blended multi-site and multi-skilled environment. Worked in partnership with operations leaders and other Workforce teams to ensure the staffing plan successfully met capacity workload demand and service levels.

Led the Workforce Management Team in support of Home Mortgage contact center planning.

Supported the contact center with scheduling, planning and analysis of a multi-skilled/multi-site Home Mortgage Team. Worked in partnership with operational leaders and WFM teams to ensure schedule activities were planned to meet the demand based on service level objective.

Supported a 15-site Call Center organization. Partnered with Operations and IT in the development of custom call routing designs of new customer accounts thru the utilization of Avaya and IVR technology. Workforce Management responsibilities included Intraday Management, Scheduling, IEX system Administration and associated projects.

Partnered with Sales teams to introduce and demo the NICE IEX Workforce Management product solution to new business prospects.

Led a team of new member services sales professionals who were responsible for meeting product & service needs of new USAA members.

Established a team which supported all WFM aspects of a multi-site/ multi-skilled blended operation. Responsible for the development of staffing plans and associated contact center schedules supporting workload and workflow business strategy. Partnered with Operations and IT to establish operational testing and evaluation of workforce and call routing technology systems. Developed manpower staffing plans based on budget/ market growth requirements.

Worked in partnership with Operations in supporting the scheduling and planning for the Travelocity Sales and Service contact centers. Responsible for capacity planning and requirements to include third party Outsource Call Centers.

Extensive Workforce Management experience supporting Operations with Capacity Planning to include Forecasting, Intraday, Scheduling in support of various Property and Casualty Claims, Service and Sales multi-site and multi-skilled contact centers.