Communicate confidently and professionally with all levels of staff to effectively influence organizational and strategic planningProduce and edit executive summaries of contact centers performance against established goalsConduct ad hoc analysis of impacts from key business initiatives to ensure staffing for contact center supportDesign, develop, and continuously improve highly accurate volume forecasting models and quick ad-hoc calculator tools that support plug and play scenario building.Participate in annual budget planning modeling different scenarios to achieve specific performance targetsBuild-out sophisticated short term and long term capacity plans to support a differentiated service delivery for contacts from both standard and high-value customers and producers.Translate contact forecasts for 4 lines of business into separate staffing needs and recommend hiring plans. Partner closely with contact center leaders to refine forecasts and plans and present them to finance partners for a budget impact analysis.Collaborate with other departments whose activities may impact contact center and/or outsourcers volumes to be factored into forecasts to avoid unexpected volume spikes, resulting in inaccurate forecasts.Work closely with front line supervisors to adjust staffing plans in response to new factors or trends affecting staffing needs.Examine key metrics (inbound volumes and AHT, Attrition, off-phone activity, etc.) for prevailing trendsMake recommendations to optimize staffing and efficient, effective performanceCreate and communicate standard operating processes and procedures to 4 lines of businesses

Design, develop and continuously improve highly accurate volume forecasting models and tools along with short term and long term Capacity Plans.Monitor forecast accuracy versus goal and adjust as needed to achieve accuracy targets.Convert contact forecasts into estimated staffing needs and recommend hiring plans for contact centers. Present forecasts and recommend staffing plans to contact center leaders. Partner closely with leaders to refine forecasts and plans.Identify and routinely link with Target partners whose activities may impact Contact Center and/or Outsourcers volumes to be factored into forecasts to avoid unexpected volume spikes, resulting in inaccurate forecasts.Analyze trends and key metrics (inbound volumes and AHT, Attrition, Abandon Rate, etc.) to make recommendation to optimize staffing and efficient performance.Work closely with Workforce Management Supervisors to adjust staffing plans in response to new factors or trends affecting staffing needs.Build models and perform what-if, pattern, optimization and other analysis required for successful forecasting. Assist as needed with annual budget planning.Conduct ad hoc analysis to better predict guest contact behavior.

Contact Center Forecasting and Planning analyst with Finance focusCreate moderately complex financial analysis for a variety of business units supporting management decision-making around hiring and staff levelsPrepare yearly staffing plans within annual budget and planning processConduct in-depth research of operating data, analyzing and testing it for accuracy to support the identification of and resolution of operational challengesPrepare findings from research with detailed interpretations of data and recommended business decisionsCreate reports of key business metrics from multiple sources and publish them to a variety of business unitsAnalyze current trends within business metrics to forecast future customer contact volume and service resultsDesign, maintain, and modify models used to predict various outcomes using variations of similar dataCommunicate confidently and professionally with all levels of staff to effectively influence organizational and strategic planningResponsible for supervising the activities of a team of Workforce Planning and Optimization SpecialistsWorks with staff to create individual development plans to foster personal and professional development Provide regular performance feedback to staff through weekly coaching and feedback sessions

(FINRA Series 9 & 10 Licensed)Manage a call center with eight staff members fielding full service brokerage clients' calls when clients are unable to contact their Financial ConsultantResolve and work through escalated complex customer issues utilizing relationships built with business partnersHire and train call center reps with focus on exceptional service and straight through efficient processingDevelop and maintain service level standards for the call centerReviews tracking and monitoring reports (such as talk times, contacts, trades processed, etc.) for efficiency and service improvement opportunitiesMonitors calls to ensure that team members are giving accurate information and following approved practicesManage the call center budget to meet defined goals

(FINRA Series 7 Licensed)Document and process customer trade ordersProvide a high level of service to brokerage customers and Financial Consultants including:Receiving customer trade orders and responding to telephone inquiries about customer accountsContinuing communication with customer and/or Financial Consultant until completion of problem resolutionContacting product and service departments to research inquiries and adjust accounts as necessaryProviding basic marketing and performance information about investment vehicles offered by brokerageProcess clients' requests for draft writing from their money market mutual funds

Responsible for keying and proofing municipal bond, mutual fund, and money market tradesDirect link between financial consultants and brokered fund companiesSystems and account trouble shooting and problem resolution