Jonathan Madson Email & Phone Number

Experienced contact center professional with a background in workforce management and business analytics in addition to operations management. 10+ years of experience in the contact center industry. Creative problem solver with excellent communication skills both written and verbal. Skilled with creating clear and concise reports and dashboards. Self taught HTML, SQL, Tableau and other resource tools utilized in the workplace. Developed and assisted in the development of quality programs and tools for the department. Successfully created and implemented annual shift bids.Experience managing contact center locations ranging in size from <25 agents up to >320 onsite, as well as handling WFM operations for a 2000+ agent network of contact centers with a team of 8+ WFM professionals spread across 4 sites nationally. Successfully managed inbound and outbound interactions including chat, email, and back office functions in a fast paced and dynamic environment. Seasoned workforce manager and data analyst who has handled a team of analysts responsible for short and long term forecasting, scheduling, and real-time monitoring. In-depth knowledge of call center KPIs and experience meeting service level goals as well as setting performance standards for agents and teams. Experience overseeing all aspects of employee management such as performing interviews, motivating teams, employee career development, performance evaluations, disciplinary action, and separations.

Listed skills include Microsoft Excel, Microsoft Office, Employee Training, Operations Management, and 42 others.