Floyd Stewart Email and Phone Number

• Ability to manage competing priorities and multiple daily tasks in a demanding environment.• Experience as a senior or lead in an analytic call center environment.• Provide quality assurance support through the speech referral process which entails listening to calls based on speech analytics parameters and reporting inconsistent behavior to sites/regions on a monthly basis.• Create and/or maintain call center related reporting.• Maintain quality reports, based on service observation data.• Monitor the call recording application, including the number of calls and screens captured as part of service observation program to make sure a sufficient number are being captured to provide local managers sufficient calls and associated screens to perform service observation.• Support the creation of forms for quality management programs in accordance with national and local guidance. • Respond to support inbox inquiries and field support calls on related issues.• Support and maintain speech analytics database including creating new or making modifications to existing searches and composing studies based on search results.• Produce ad-hoc reports and analysis through the use of reporting tools and speech analytics Provide daily support for various monitoring and reporting systems.• Superior client services, oral and written communication skills.• Resolved customer issues.• Worked in the inbound call center• Responded to inquiries and issues• Responsible for troubleshooting applications• Inventoried spreadsheet

• Track performance of call routing and make recommendation to improve service level and efficiency• Responsible for regulating real- time call volumes in a multi-skill call center environment by utilizing skill base routing software to balance supply and demand. • Monitor key performance indicator through active utilization of customer service management tools including Inova, Aspect Real Time Adherence (RTA), and Aspect eWFM• Support with providing contingency plan for agents to work from home during inclement weather and/or business continuity.• Communicate technical topics to management and non-technical audiences, as well as interface with the associates on a daily basis.• Monitor all Intra Day performance model in real time ensuring actual staff is aligned with predetermined forecast and schedule provided by Workforce Management Analyst.• Works side by side with IT for testing concerns to ensure call flow concerns are resolved in a timely matter.Assist Workforce Manager as assigned.

• Provide annual, monthly, weekly, daily and intra-day projections of call volume, average handle time and staffing requirements.• Creates and sends forecasts & schedules for all Global Payments call centers on a weekly basis and holds weekly meetings with all call centers to go over forecast projects• Analyzes call volume and patterns, normalizes historical data and makes adjustments where necessary• Maintain other information needed for accurate forecasting and reports forecasted and actual performance to the departments• Make scheduled recommendations for new training classes, optimizes current schedules and realigns work schedules to meet current trends• Assesses potential staffing shortfalls and surpluses and makes management aware.• Assists with special projects and all other duties as described

• Monitor customer contact flows, impacts and analyst work states (e.g. Average Talk Time, Average Handle Time, Average Call Wait, Schedule Adherence, Other). Offer assistance through Unit Managers, Senior Analysts and/or directly to analysts to ensure efficient and effective customer contacts and service goals are met.• Adjust agent splits/skills, schedules, breaks, lunches, meetings and other time-off phone requests.• Track and escalate effectively all Workforce Management issues, impacts and status updates in person, via phone, pager, and/or email based on Escalation Guidelines.• Process analyst call-in contacts and adjust schedules. • Assist analysts with phone and PC Track-It requests and follow up to ensure completion.• Create and publish/deliver accurate reports and scorecards within designated timeframes.• Lead by example - model corporate values; maintain professional appearance, behavior and confidentiality; meet individual productivity, attendance and quality standards; successfully complete required training, participate in staff meetings, comply with Global Payments policies and procedures.• Assist Workforce Manager as assigned.

• Responsible for managing the work flow optimization of four distinct business clients • Managed the balancing of service levels and efficiency status• Responsible for monitoring 600 + reps at a time in RTA• Provide management with important business metrics; compliance , adherence , AHT, ACW and transfer rate • System used; (TCS, RTA, CMS) new training on IEX upgrade from TCS

• Assisted management with the monitoring of workforce statistics ,supported and lead quality initiatives, and effectively trained / coached other Customer Service Representatives • Managed and supervised escalated calls • Handled inbound customer service calls in support of account maintenance• Provided excellent customer service and problem solving skills to resolve a variety of customer service inquires