Joaquin Morales Email and Phone Number

•Develop processes, tool and structure to optimize and align staff to business need.•Re-build existing dashboards and WFM tool structure to be best utilized within our environment.•Administer the Genesys tool suite by auditing and monitoring scripts, routing strategies, agent groups and overall configuration.•Train existing Genesys Admin, Forecasters, Schedulers and Intraday team members in WFM methodologies and share best practices to transform into a Best-In-Class organization.•Establish accountability and ownership through the team’s performance and the associated results that are delivered.•Support the vision and strategy of our business leaders by remaining flexible and finding solutions for short and long term initiatives.

•Lead and mentor the domestic and international Workforce Management teams as well as the international reporting team.•Collaborate across multiple departments to provide solutions for potential and existing client concerns.•Represent the Workforce Management team during proposals and bids for potential clients.•Deliver best-in-class service for our internal and external partners.

•Ensure all workforce supply channels are optimized and aligned to the priorities and demand plans of the business.•Work closely with business units and contact centers to understand and solve for requirements and pain points.•Have a continuous improvement mindset of evaluating existing processes to find operational efficiencies.•Assess workforce management tools to implement the appropriate solution for each client.•Partner with leadership to develop and implement short and long-term solutions to facilitate delivery of overall business strategy.•Make recommendations based on identifying the most cost efficient staffing alternatives while adhering to service level goals and serving our external and internal customer to the highest standards.•Create RFP analysis and requirements for new and potential customers.•Implement and administer Calabrio WFM software.

• Query raw data; analyze various trends and volume drivers.• Build forecast and staffing requirements models. Prepare weekly/monthly/annual volume and other metrics forecasts using WFM platforms such as Genesys and Aspect in combination with Microsoft Office modelling tools, such as pivot tables and home-grown Excel workbooks.• Make recommendations based on identifying the most cost efficient staffing alternatives while adhering to service level goals and serving our external and internal customer to the highest standards.• Partner with the Operations leaders and Operational Excellence teams to discuss and align on metrics drivers, forecasting models and staffing requirements to meet service level and profitability goals.• Develop reporting materials reviewed at the leadership level.

•Overall planning, including: scheduling workforce (shift bids, time off, etc... ) and all offline activities, forecasting and analyzing call volume, trends and long term planning.•Identify gaps in existing reporting processes and create solutions to connect data into one portal. Create databases to quantify solutions and modified processes as needed.•Manage a team of real-time analysts who monitor call volume and maintain Injixo, Blue Pumpkin, and Exony systems.•Process creation, documentation and management.

•Client relationship building and understanding the needs of the customer first, then tailoring insurance solutions to protect their assets. •Dedicated and tenacious sales expert, with a reputation for professionalism and exemplary ethics. •Passionate leader, skilled at building top-performing teams focused on impeccable service delivery and accountability for goal achievement.•Marketing and business succession planning.

•Client relationship management with regards to workforce and forecasting. •Provide technical expertise to design/modify and test system solutions for the most complex contract and project tasks. •Manage a team of Workforce Managers and a Global Workforce team, which are responsible for the day to day real time management, scheduling and forecasting of approximately 6000 employees across 14 locations (domestic, near and off shore). •Connect multiple sources of data into one reporting solution that can be read by all levels of employees, from analysts to executives.•Created regular and extensive analysis and presentations to leadership teams of recommendations for improvement and provided functional and specific technical expertise to formulate advanced project scope and objectives.

•Responsible for analyzing current workforce structure and providing solutions to improve on customer specific metrics. •Specific duties included: NICE Administrator (call quality monitor and analysis software), Avaya CMS Supervisor Backup Administrator (local ACD), and Blue Pumpkin liaison to India (workforce management software). •Created reporting that was not supplied by existing software. Used Access to develop databases to compile data and analyze results.

•Primary responsibility is to centralize and manage 3 Dialer Operations departments into one Central Dialer Operations organization. •Secondary responsibilities include: the implementation of Austin Logistics for the collections environment, software integration project, improve efficiencies through effective scheduling/planning, analyze and create call strategies, generate reporting to interpret results, manage a team of 8 analysts which provide support for 5 call centers, monitor real time call volume in 4 inbound ACD queues 6 El Paso outbound dialers and 2 outbound India dialers. •Create reporting in Excel to analyze and trend call volume in order to determine what staffing requirements are needed. Based on the analysis, recommend increases or decrease in staff or approve off phone activity to improve efficiencies. •Partner with the directors of the different departments to offer strategies in order to focus in on roll rates and best time to contact.•Responsible for the motivation, direction, teaching and development of 15 to 20 phone representatives. •Participate in the mentor program, which was responsible for training new team managers that joined the company. •Assisted in writing various phone scripts for new products. •Created several Excel reports which our site as well as other sites used to assist in analyzing team key performance indicators.•Oversaw the 2-week on-the-job training period for newly hired employees to include collections representatives and team managers as well. •Managed a group of 12 OJT coaches and was responsible for a total of 120+ employees at any given time. •Managed a budget for incentives.•I used the staffing software, IEX, to plan for team meetings, training sessions, and all other off-phone activity, so that wait times are kept low.•Created reporting that took software standard reports and modified them to fit the needs of our business.

•The start up of a second inbound call center in El Paso, Texas. •Responsible for interviewing, hiring and training a duplicate staff for the second site.•Supervisor of 20 employees within the traffic and scheduling department. •Real-Time analyses of call volume/patterns, productivity, and resource allocation. •Create reporting that focused on forecasts and projected call volume.

•The startup of an outbound marketing research call center in El Paso, Texas. •Responsible for managing three aspects of the business: quality, production and staffing. •In addition, I setup the center to include demographics, construction, post construction, wiring and console placement. •My other duties included maintaining a budget for incentives, connect outdated dialer to Excel to be able to generate understandable reporting and to create a strong company reputation within the community.

•The startup of a new call center in El Paso, Texas. •Responsible for staffing and scheduling 500+ operators. •Create seasonal hiring plans for three different catalogs. •Utilize TCS and CMS software for call volume forecasting and scheduling of operators and to meet the call center’s service goals. Used Lotus to create reports that quantified our performance metrics.

•Creating shifts and schedules for 500+ operators and their supervisors. •Maintenance and tracking of operator status via population reports, termination forms and training rosters. •I was also part of an "away team", which assisted in the start up of the MCI Worldcom call center in Chesapeake, Virginia.

•The startup of a new call center in Greensboro, North Carolina. •Maintaining good working relations between MCI Worldcom and our vendor (Nationwide Credit Inc.). •The planning and launch of a new product, 10-10-9000. The migration of a product (Directory Assistance), out of the center, and migration of 10-10-9000 into the center.

•The startup of a new call center in El Paso, Texas. •Real-Time analyses of call volume/patterns, productivity, and resource allocation. •Communicating with on site sub-contracted company (GC Services) in order to achieve peak performance from approximately 700+ operators. •Work closely with the scheduling department in order to maintain accurate records of employee work habits, and in order to compile data in which to operate at an efficient level.