James Nacker Email & Phone Number

James Nacker is a Staffing and Traffic Analyst at Reiman Publications at Reiman Publications.

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  Staffing And Traffic Analyst

  Reiman Publications

  2002 - Present

  Manage, interpret and develop reports for a broad variety of call center statistics. Ensure adequate staffing and call flow for five call centers located in Milwaukee, Canada, Pennsylvania and Iowa. •Maintain and provide accurate forecasting of call center service levels through the use of, but not limited to Resume Routing, desktop supervisor reports, overtime requests, time off requests and attrition.•Create and maintain representatives’ access across multiple systems and applications.•Create and maintain attendance and performance files.•Review and modification of staffing policies and procedures, as needs dictates.•Real time monitoring of call flow service levels, e-mail and correspondence levels.•Creating representatives schedules based on forecasted need.•Activate, monitor and manage the High Queue Recovery Process.•Complete projects for upper management, as requested.•Adhere to all company and departmental policies and performance guidelines.

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  University Of Wisconsin-Whitewater

  Management