Workforce Services Associate Manager
Sep 2020 - Jun 2021
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Eric Quesada Email & Phone Number
Contact Center Workforce Management | Leadership | Developer | Scheduling | Intraday Management | Reporting & Analysis | Capacity Planning
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Role
Contact Center Workforce Management | Leadership | Developer | Scheduling | Intraday Management | Reporting & Analysis | Capacity Planning
Location
United States, United States, United States
Who is Eric Quesada? Overview
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Eric Quesada is listed as Contact Center Workforce Management | Leadership | Developer | Scheduling | Intraday Management | Reporting & Analysis | Capacity Planning based in United States, United States, United States. AeroLeads shows a matched LinkedIn profile for Eric Quesada.
Eric Quesada previously worked as Workforce Services Associate Manager at Accenture and Call Center Planning & Analysis Manager at Wells Fargo. Eric Quesada studied at St. Mary'S University.
Profile bio
About Eric Quesada
* Workforce Management professional with over 30 years’ work experience supporting Multi Skilled-Multi Site blended Contact Center organizations. * NICE IEX experience including system’s administration 25 years.* ACD and Call Routing - Avaya & Genesys.* Excellent customer service, interpersonal and communication skills.
10 roles
Eric Quesada work experience
A career timeline built from the work history available for this profile.
Call Center Planning & Analysis Manager
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.
Jun 2018 - Aug 2020
Lead Call Center Planning Analyst
Led the Workforce Management Team in support of Home Mortgage contact center planning.
Apr 2015 - Jun 2018
Call Center Planning Analyst
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.
Jul 2013 - Apr 2015
Workforce Management Intraday
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.
Aug 2007 - Oct 2012
Sales Solutions Engineer
Partnered with Sales teams to introduce and demo the NICE IEX Workforce Management product solution to new business prospects.
Mar 2007 - May 2007
Member Acquisition Services Manager
Led a team of new member services sales professionals who were responsible for meeting product & service needs of new USAA members.
Apr 2005 - Sep 2006
Director, Workload Management
Usaa
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.
Mar 2003 - Apr 2005
Call Center Planning And Forecasting Manager - Travelocity
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.
Sep 2002 - Feb 2003
Workforce Management
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.
Jan 1994 - Mar 2002
1 education record
Eric Quesada education
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What is Eric Quesada's role at their current company?
Eric Quesada is listed as Contact Center Workforce Management | Leadership | Developer | Scheduling | Intraday Management | Reporting & Analysis | Capacity Planning.
Where is Eric Quesada based?
Eric Quesada is based in United States, United States, United States.
What companies has Eric Quesada worked for?
Eric Quesada has worked for Accenture, Wells Fargo, Unitedhealth Group, Nice Ltd, and Usaa.
How can I contact Eric Quesada?
You can use AeroLeads to view verified contact signals for Eric Quesada, including work email, phone, and LinkedIn data when available.
What schools did Eric Quesada attend?
Eric Quesada studied at St. Mary'S University.
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