Janice Bryant Email & Phone Number

Tampa, Florida

Collaboration with vendors and team members for implementation of new Contact Center Management Software.Create staffing plans and team member schedules by analyzing data including call volume, handle time, and speed of answer, and deliver plans to management and Union leadership teams.Analysis of call center trends including change impact projections, forecast models, and statistical reporting.Determines projection for hiring dates and training initiatives to meet organization objectives and effectively communicates recommendations to management team.Uses Workforce Management system to complete intraday monitoring for real-time activities and reallocates staff as needed to maximize productivity.Participate in department interview and hiring process.Participate in planning and strategy activities with Management to evaluate, recommend changes, and implement procedural initiatives.Develop training materials for Workforce Scheduling department.

Tampa, Fl

Evaluate categories of payers and identify problem areas to executive staff.Project department revenue collection goals.Examine work for quality, neatness, and conformance to internal process and procedures. Implementing change of policy to achieve organizational goals.Maintain harmony among employees and customers by answering inquiries and resolving grievances.Forecast staffing needs based on trending, monitor overtime and budgetary expenditures.

Tampa, Fl

Forecast staff levels and maintain department budget.Streamline workflow to optimize efficiencies and eliminate duplication of process, resulting in 60% increase to productivity.Developed data entry and inventory processing systems, increasing productivity of 45%Employee supervision including: hiring, training, evaluation, and daily workflow.Project departmental goals, analyze trending, and determine direction.Implement policy and procedures to accomplish business objectives.Evaluate categories of payers including: Group Health, Auto, and Worker's Compensation and communicate problem issues to executive staff.Conducted semi-annual National Inventory Audits for externally located equipment.Monitored replenishment cycles for field inventory.Coordinated activities to audit all orders for conformance to contractual obligations, and ensure enforcement of ethical practices of medical billing.

Bachelor’S Degree, Bgs- General Studies

Associate’S Degree, Associate Of Arts, 3.87