Joel B. Email & Phone Number

Bothell, Washington, United States

Greater Seattle Area

Bellevue, Wa

- Provided staffing impacts to the Customer Care organization caused by changes in initiatives or new ones being launched. Communicated summaries with leadership and adjusted forecasts with lines of business effected.

Bothell, Wa

- Managed reporting regarding impact of device usage and initiatives on customer service statistics.

Bothell, Wa

Headed multi-site workforce operations team of 20+ people in support of 1,200+ employees nationwide handling offline cases and call-taking queues. Coordinated with forecasting, staffing, and learning services to ensure teams adhered to staffing plans. Handled review/approval of schedule accommodation requests while ensuring alignment with labor agreement and business needs. Tracked employee call-outs and time-off, attendance, leave process, payroll, real-time exceptions, shift bids, training schedule, and team incentives.- Revamped daily recap report to improve visibility of key metrics for 20+ queues, enabling management team to better identify daily priorities as well as areas of improvement.- Developed Excel-based staffing tool that compared schedules to case counts.- Created process to assign multi-skill phone/offline workforce to highest customer-impacting queues in real-time in order to improve SLA compliance while enabling ability to better gauge overtime/undertime.- Advised Assistant Vice President’s team in development and implementation of business plans as well as reported updates and provided guidance in addressing roadblocks.- Implemented forecasting process for groups working offline cases.- Managed department’s national business resumption plan and served as first point of contact for emergencies and outages impacting call centers’ staffing and operation.- Led reporting team in defining operations targets and comparing metrics to employee performance for various call-taking and offline case worker groups from STaRT, SOE, BID, TotalView, and others.- Conducted employee surveys to create shift bids with desired work hours, days, and 4x10 schedules.- Oversaw project manager in executing business improvement strategies based on Lean/Six Sigma.- Supported peers in identifying potential managers, interviewing candidates, and developing existing leaders.

Bothell, Wa

- Developed tools, train users and enhanced processes to increase team’s efficiency- Performed maintenances and audit information regularly to ensure accuracy

Bothell, Wa

- Coached, directed, motivated and measured performance of 20+ representatives- Involved leadership and Siebel architects in projects to improve customer service and systems

Bothell, Wa

- Provided timely, accurate problem resolution and maintained call center’s internal website.

Tukwila, Wa

- Assist customers with personal computers and wireless phones.