Jay Silva Email & Phone Number

Accountable for optimizing all workforce management systems and quality assurance processes. As the leader of four fully remote WFM and Quality analysts, I am dedicated to supporting front-line team members and their leadership. Reporting to the Senior Vice President, my role includes designing, sharing, and implementing the organization's front-line capacity and forecast models. These models are crafted to be flexible, accurate, and considerate of human factors, ensuring adherence to regulatory requirements and meeting daily service level agreements (SLAs) such as Average Speed of Answer (ASA) and Quality Scores. This strategic framework empowers the organization to achieve its operational goals daily while scaling effectively according to organizational ambitions and regulatory demands.Operational Excellence: Streamlined workforce management processes to enhance system efficiency and reduce operational costs, thereby bolstering our ability to meet daily SLAs.Capacity Planning: Led collaborative efforts with front-line leaders to optimize capacity factors, including aligning targets for productivity, quality, and shrinkage, which enhanced overall operational efficiency.Volume and Staffing Forecast: Established a process and regular cadence for integrating stakeholder inputs into a scalable, accurate volume and staffing forecast. Facilitated alignment and adjustments through regular review meetings with unit leaders.Employee Engagement: Implemented a cross-training program across multiple departments, increasing engagement, knowledge sharing, and utilization, while reducing labor costs.CaaS Systems Integration: Enhanced integration of WFM & QA data with Tableau, optimizing system interactions and driving superior business outcomes.Consultant/Advisor: Sought after by all dept leaders for accurate and objective operational information, and context. Always adding value through thoughtful questions and data-driven insights.

Greensboro, North Carolina, United States

Provided strategic, unbiased, and objective advisory services to assist two major clients in improving productivity and overall work performance.Oversaw and directed all operations; collaborated with business owners to identify and assess their direct needs and devise innovative project plans to assist them in achieving their set business goals and objectivesSuccessfully achieved a 100% go-ahead rate on project engagements through applying proven analysis techniques and ensuring solutions provided value added to the clientsMedical Transportation Company:Designed and established a robust HR department for the organization; implemented an innovative digital payroll system that efficiently tracked and monitored employee hours increasing accuracy and reducing paper waste by 20%; saved $55K annually by tracking employee hoursRedesigned the organizational structure and outlined a standard leadership hierarchyModernized the billing department's workflow process; increased collection on past due invoices by 200%Plumbing and HVAC Company:Established a standard and regulated training program for all new plumbers hires to improve retention ratesTrained and developed the sales and leadership team in successful and compelling sales techniques; increased the sales conversion rates exponentiallyImplemented a dashboard showcasing project objectives, KPIs, and goals allowing ownership to monitor and track project performance in real-time

Dallas, Texas, United States

Design and install continuous improvement management systems to assist management at all levels to excel in their positions. Incorporate aspects of Lean, Six-sigma, change management, and other sources. Serve on a team to coordinate with Executive Management through front line Supervisors to analyze business needs, strengths, and weaknesses followed by projects to install processes and coach management one-on-one. Provide options related to organizational development, leadership development, and overall performance within safety and quality expectations.Developed tailored Client Management Department goals and KPIs for each project; trained and developed client managers and leadership teams to ensure they were well-versed in all change management processesMonitored project KPIs regularly and provided in-depth weekly progress reports to c-level clients Partnered with the largest filter manufacturing company in North Carolina in redesigning their training department and standardizing their training procedures; improved overall retention by 15% within the first three monthsLed a change management project in Nogales, Mexico, and reduced manufacturing quality issues by 7%; implemented standard process mapping and trained management teams efficiently to increase plant productivityReviewed in-house transportation procedures for a Metal Recycling Plant in Vancouver; implemented an innovative system for fleet management to maximize in-house loads and out-source 80% of long haul loads reducing transportation costs by $2.5M Assessed staffing levels and operational performance metrics for a Merchant Activation Department on the downfall; optimized staffing numbers and dropped call abandonment rate from 13% to 3% and increased available staff by 12% overall and 25% during peak call hours

Twinsburg, Oh

Brought in to spearhead an in-house Workforce Management Analysts team to monitor and ensure appropriate staffing for a 500+ seat inbound health care customer support desk across three international call centers Supported the day-to-day activities of the call center operation and provide executive level management assistance for resolving problems. Responsible for dissemination of information, enforcement of company policies, statistical reporting, staff scheduling, meeting service level agreement metrics and mentoring of staff.Implemented a new management system and process to streamline workflow processes and increase quality control. Remotely managed a global quality team in CA. Implemented a workforce team to improve operational performance and service-level measurementsLed efforts to consolidate client-based performance data from multiple independent sources into one universal platform and user interface; allowed large clients to access their performance metrics in real-timeIntegrated Verint 360 Staffing software and forecasting software to optimize staffing needs for weekend and high-volume periods; increased weekend service rates from 76% to 93% and weekly rates from 79% to 87% saving $200KAutomated the reporting system and decreased processing time from 95 hours to 40 hoursOptimized scheduled adherence to 96% with the implementation of an effective bonus and recognition program to hold the team accountable and promote work attendanceEstablished a strategic migration plan to reduce operational costs by $200K+ through developing and negotiating service level agreements and statement of work deliverables with an outsourced domestic partnerInstituted an auditing team to ensure all Centers for Medicare and Medicaid Services policies were metImplemented a disaster recovery plan for the three call centers to mitigate operational risk

Cleveland/Akron, Ohio Area

Designed an online tool to provide Portuguese speakers with free resources to improve their English language proficiencyCreated custom online lessons plans to track student engagement and evaluationFacilitated a virtual learning classroom using WebEx; integrated an online quiz tool to ensure learning progress across platforms could be easily recorded and viewed by users and learning coachesAttracted 1000+ subscribers through using YouTube marketing techniques expanding website users from 50 to 200

Cleveland/Akron, Ohio Area

Supervised a 25-member team within a large (1,000) global call center environment in providing high-touch customer technical assistanceDirected a Six Sigma project to improve call coverage and reduce abandon calls for the Philippines based contact center; developed a tailored call flow chart outlining effective methods to identify and resolve caller issues without going to escalations; reduced call abandonment rates by 25% and lowered cal times from 55 seconds 15Decreased the number of escalated calls transferred to the support desk through facilitating training to CSRs on best conflict resolution practices; increased supervisors available time by 75 minutes per shiftCreated key training resources for all senior representatives and leadership teams to heighten performance managementImplemented a cost savings initiative to reduce appeasement adjustments that were loosely given to customers, by establishing a adjustments decision grid; designed and coordinated the training of all agents and directed supervisors on the process; achieved a reduction of over 25% on the overall number of adjustments given out

Provided customer service to members in my native tongue of Portuguese, Spanish and English to members; booked travel and tour packages domestically and internationallyDeveloped new tour packages tailored to members' profiles and purchase power, through habit purchase analysis and development of aggressive web and email campaign

Las Vegas, Nevada Area

Managed and developed a team of multilingual travel agents to meet airfare and hotel sales goals Developed Marketing campaigns to increase customer base; negotiated commission contracts with high profile airlines to reduce costs and increase profit margin Developed new line of services, (visa services) adding value to customers and source of revenueOrganized and developed community events to increase brand recognition, sales, and customer loyaltyReduced costs of the event through partnering with a neighboring business to co-sponsor events

Las Vegas, Nevada Area

Las Vegas, Nevada Area

Business Management, International Business

Business Management, Marketing, Economics

Engineering, Civil Engineering

Activities and Societies: National Society of Black Engineers - President 2005-2006

Education record