Led a team of Command Center Analysts managing the scheduling and real time activities for agents located in 4 sites serving clients such as the US Citizenship Immigration Service, US Dept of Labor, US Health and Human Services and the FBI.

Led a team of consultants to evaluate the current operational structure and suggest efficiencies for Call Center Workforce staff as a precursor to merger with US West.

Led a Command Center team of 13 WFM Analysts, which supervised the activities of 90 Site Analysts located in 11 sites, comprised of 6000 front line agents for the 2010 US Census. The centers were a mix of inbound and outbound, accepting calls in 6 languages. Prior to the launch of Call Center operations, we wrote Operating Procedures for all roles, created technical requirements for all applications and worked with our technical partners to implement and test the deployed technology tools.

Created tracking and reporting solutions for the leadership teams used in managing the activities of 8 outsourced call centers. Served as one of the eWFM administrators and provided management support to the Command Center.

My team was responsible for the real-time monitoring of call volume and agent activity, while adjusting schedules and staffing to maximize effectiveness for the Customer Care Center (CCC). Through forecasting call volume trends / staffing needs analysis and creating relevant reporting solutions we provided timely statistical data to corporate management team of recommended solutions to performance challenges. Created training for front line and supervisory employees and facilitated training for all new hires. Technical responsibilities include system administrator for Aspect eWFM 6.4, RTA, Notification Server, Custom View / Viewpoint and Aspect agent administrator