John Rauber Email & Phone Number

St Louis, Missouri, Us

Provide strategic resource planning oversight, data analytics and visualization. Develop long term, short-term, and real-time workforce capacity management activities, perform volume and staffing analysis, support fiscal agent strategic planning, deliver reporting on performance metrics, and present solutions to operational challenges. Additionally, analyze trends including contact volumes, contact patterns, staff productivity, staff assignment capacity and resource allocation, and use the analysis results to define staffing strategy and efficiency.Collaborate across teams, create processes and train to grow knowledge, develop and document procedures, and help prepare for future department and application transitions.Create agent schedules based on contact volume patterns and oversee intraday management, directing workload to achieve service level targets and assure a positive end-user experience.

Hired on to build and manage the Workforce Department. o Implemented the workforce management system.o Compiled policies and procedures for the contact center staff and workforce.o Training of the staff on contact center workforce management processes, procedures and metrics.o Develop performance reporting for leadership, business development, partnerships and operations – agent performance statistics.• Leader of local and remote workforce teams managing staff planning, business reporting, scheduling, KIP goals and real-time performance for contact center representatives handling calls and digital interactions for; Customer Care, Claims and Sales. • Planning and onboarding of new business and partnerships helping the business to increase the portfolio and double in size. • Provide direction and resources for staff development. This has attributed to increased business knowledge, improved performance and career advancement opportunities.• Strategic forecasting, planning and budgeting short and long term. Collaborated with finance, marketing, business development and technology developing business plans and strategic objectives focused on efficiency and growth.

Baltimore, Maryland, Us

Maximizing the efficiency and performance of TRS’s call centers by creating representative schedules, completing forecasting, tracking and analyzing inbound call center staffing, reporting and agent productivity.• Analyst for contact center staffing, volume trends, performance, and productivity management and reporting. • Managed demand forecasting based on the analysis of staffing resources, historical call volume trends, agent performance, new business acquisitions, market changes, and customer communications. • Created schedules for staffing resources, fulfilling requirements to achieve business KPI goals balanced with focus on individual needs promoting work / life balance.• Increased utilization of Aspect Workforce Management system for forecasting and scheduling. • Improved forecasting and scheduling, which increased level of service performance by 10%. Improved agent morale by offering additional schedule options and greater flexibility.

Us

Ensured service center performance objective metrics achieved required goals. Identified opportunities to enhance scheduling efficiency and increase staff effectiveness. Partnered with operations management team to open a new contact center and build client relationships. Managed call center agents and business performance goals and objectives. Identified opportunities to improve performance, provided options to senior management, and executed and reported on impact results. Reviewed performance and adjusted goals as business expanded.

Basking Ridge, Nj, Us

Management of; call center scheduling/staffing, workforce teams, forecasting, budgets, process improvement/change management, strategic objectives, reporting, training/development, RFPs, workforce systems administration and project management.

Basking Ridge, Nj, Us

Managed, trained, and developed two workforce analyst teams. Created Excel worksheets to track and trend historical performance. Compiled staffing requirements, agent schedules, and performance reporting. Managed workforce projects, system administration, and training. Systems administrator for TCS / eWorkforce. Coordinated upgrade from TCS to eWorkforce, configured new system, compiled training documentation, and trained workforce teams on using the new system. Consolidated multiple forecasting workbooks to one Excel file for improved tracking of historical data, which improved forecasting accuracy from 10% to 50%.

Supervised team of ten analysts, providing guidance to achieve individual and corporate performance objectives. Identified opportunities to improve performance, developed action plans, managed technical issues and vendor relations, monitored performance objectives, compiled and updated reports, and created management presentations. Designated “Acting” center manager when manager was assigned to projects at other locations.Compiled unique monthly performance presentation that was modified for use at all six locations. Coordinated migration of call volume and staffing to four other locations when Cedar Rapids Center was slated for closure. Trained new sites.

Associate'S Degree, Business, Management, Marketing, And Related Support Services

Education record

Business Administration And Management, General