Joanne Murphy Email and Phone Number

● Built a global Workforce Management Team and correlating processes from the ground up, as follows: Forecasting & Capacity Planning, Scheduling, Real-Time Management, and Reporting Analysts within a span of 10 months.● Implemented a Workforce Management Solution (Calabrio) from the ground up ranging from creating internal requirements, building vendor scorecards, scheduling demos, reviewing contracts, and overseeing the project management lifecycle.● Created predictive Forecasting & Capacity Planning Model to provide visibility and direction for hiring and staffing strategies.● Built a scalable Workforce Management Process to support Hopper’s hyper growth from ~150 FTEs to ~1300 FTEs within the span of 1 year.● Lead the creation and implementation of Workforce Management Key Performance Indicators (KPI’s) to drive efficiency within the organization’s omni channel contact center to attain Service Level delivery within optimal cost.