David Lopez Email and Phone Number

Optimize workforce utilization by forecasting staffing needs and scheduling agents accordingly.Use workforce management software to track and monitor key performance metrics, including AHT, service level, adherence, and occupancy.Analyze performance data to identify trends and opportunities for improvement.Work with cross-functional teams to implement process improvements and drive operational efficiency.Develop and maintain reports to track performance and provide insights to management.Lead and mentor the workforce management team to ensure high-quality work and productivity.Participate in weekly and monthly meetings with management to review call center performance and discuss action plans to improve results.Use JavaScript, Appscript, VBA, HTML, CSS, and PowerBI to create data visualizations and reports.

Plan staffing requirements to meet client's needs and ensure maximum efficiency.Create efficient processes and implement new projects and campaigns.Present action plans and results to Directors and VPs to ensure successful executionCreate points of control to ensure the efficiency of processes and minimize errors.Mentor and lead the RTA team to ensure high-quality work and productivity.Analyze and manage forecasts to ensure optimal staffing levels.Use SQL to generate server queries and retrieve relevant data.Solicit new classes from recruitment to ensure staffing requirements are met.Use JavaScript, Appscript, VBA, HTML, CSS, and PowerBI to create data visualizations and reports.Conduct fieldwork by visiting the call center floor to monitor agent performance and identify opportunities for improvement.

Regional responsibility: Central & North America.Conduct cost audits and identify opportunities for improvement in call center operations.Utilize Lean Six Sigma methodology to detect waste and pain points and make recommendations for improvement.Implement new processes to improve program efficiency and profitability.Mentor team members and provide guidance and support to improve performance.Software used: Tableau, CMS Avaya, Excel, and VBA programming language.

Monitor call center performance in real-time and make recommendations to improve agent productivity and customer service.Create and maintain real-time reports to track key performance metrics, such as AHT, service level, adherence, and occupancyCollaborate with cross-functional teams to identify areas for improvement and implement process changes to enhance call center operations.Provide coaching and feedback to agents and supervisors to ensure adherence to call center policies and procedures.Perform ad-hoc analysis and reporting as needed to support business needs.Participate in weekly and monthly meetings with management to review call center performance and discuss action plans to improve results.Software used: Cosmos, IEX