Gary Gritton Email & Phone Number

Sofia, Bulgaria

Responsible for conducting a gap analysis and creating a workforce management footprint across the company’s core business (phone, chat and ticketing system platforms). • Created a workforce management dashboard to provide executive leadership and line of work stakeholders with strategic planning analytics. • Developed volume, capacity planning and schedule models in each assigned line of work with accompanying training. • Workforce management efforts resulted in a service level increase of 18%; and, allowed the company to meet statement of work commitments in this metric.

Philadelphia, Pa

Director of Workforce, National Programs Developed call volume forecasts and capacity plans for 33 million contacts (Customer Care, Ecare and Technical Operations) across 5,500 positions, 34 lines of work and 25 internal and external contact centers.• Exceeded service level objectives for lines of work managed while delivering budgeted occupancy favorability resulting in a company savings exceeding $800k annually.• Moved internal and external relationships to integrated capacity planning process and measurement system resulting in a company savings exceeding $4 million annually.• Provided financial modeling and accompanying analytics to executive leadership and stakeholders used in annual and monthly financial forecasts.Senior Manager Workforce Liaison Responsible for the corporate to division workforce management relationship and ensuring linkage was maintained across call volume forecasts, resource and financial planning.• Worked with the division workforce management team to standardize call forecast and capacity planning models. • Partnered with division workforce management and finance teams to develop long and short-term budgets. • Supported development of call volume forecasts and capacity plans to be operationalized against inclusive of scenarios and analytics as needed.Workforce Management Consultant (Contractor) Project managed the development of a web based staffed hour delivery measurement mechanism and its enterprise wide adoption. • Migrated the outsource relationships in each division onto the Comcast instance of workforce management software to allow increased visibility and holistic planning.

Louisville, Kentucky

Director of National Workforce Developed call volume forecasts and capacity plans for 60 million multi-channel contacts (calls, email and chat) across 6,000 positions, 25 lines of work and 14 internal and external contact centers.• Achieved highest service level and occupancy performance in company history (90% service level with 87% occupancy inclusive of scalable and non-scalable lines of work).• Migrated outsourcers to common workforce management, phone switch technology, and capacity planning methodology resulting in a company savings exceeding $10 million annually.Director of Outsourcing High-Speed Internet Managed operational performance across multiple outsource relationships located in three countries with 1,500 supporting positions.• Delivered best in class performance in both contracted and ancillary key performance indicators resulting in an operational savings exceeding $1 million annually.Project Manager High-Speed Internet Standardized enterprise customer care and technical operations processes.• Managed the migration from a regional contact center model to an enterprise virtual model resulting in an operational savings exceeding $25 million annually.Manager High-Speed Internet Supervised a high-speed internet support contact center with 450 full time employees and 22 supervisors. • Assumed Interim Director of Tennessee Video Repair contact center to facilitate site closure. Successfully moved site performance from worst to first for six consecutive months through closure announcement and physical closing of the site.• Implemented an escalation desk with controls designed to identify training opportunities at a micro levelresulting in a 25% decline of customer escalated issues.

Irving, Tx

Supervised an outsource Mercedes Benz contact center with 100 full time employees and 6 supervisors.• Created service to sales program resulting in gross revenues exceeding $6 million annually. • Identified cross-departmental career paths contributing to team member attrition of less than 1% monthly.• Implemented workforce management software with accompanying policies and procedures, call forecasting models and the reporting suite reviewed daily with executive leadership.

San Antonio, Tx

Responsible for the prioritizing and dispatch of customer complaints and the safety of dispatched officers.

Military Police Investigator responsible for the investigation of crimes on U.S. installations or committed by service personnel with a case resolution rate of 99%.Special Reaction Team Leader whose team responded to high-risk situations on military installations.Combat Engineer Squad Leader who supervised a combat engineer squad performing mobility and counter mobility operations under hostile conditions.

Public Justice

Six Sigma Greenbelt

Workforce Management