Gerry Seth Email & Phone Number

An accomplished Workforce Planning and Performance Analytics Professional with years of comprehensive contact center experience for electronic payment processing, personal lines insurance, pharmacy benefit management and manufacturing sales. Extensive expertise leveraging NICE IEX, Aspect and Blue Pumpkin workforce management system data with instinctual knowledge of call center operations for faster and better business decisions. Able to rapidly learn and comprehend new organization policies procedures and systems, while applying applicable experiences to new environments improving KPIs and reducing expenses. Provide day-to-day leadership and work with contact center staff to ensure a high performance, customer service-oriented work environment that supports achieving the department’s and the company’s mission, objectives and service expectations. Aligns project goals and objectives with corporate mission to deliver the highest level of customer service through attention to detail, flexibility and strong communication skills, while meeting financial goals. Expertise includes:Specialties: Contact Forecasting & Analysis, Employee & Work Volume Scheduling, Trends Analysis & Assessment , Employee Leadership & Development, Policy & Procedure Documentation, Department & Employee Metrics, Financial Planning/Budgeting, Project Planning & Implementation

Listed skills include Systems Analyst and Finance.