Jonathan Waller Email & Phone Number

Aurora, Co, Us

Aurora, Co, Us

Newcastle Upon Tyne, Gb

* Promoted to Principal WFM Analysis – December 2020.* Led a North America WFM team of 4 including 2 Forecast/Scheduling Sr. Analysts and 2 Real Time Intraday Analysts.* Built and maintained capacity models/staffing plans for multiple business products towards efficiency improvements.* Identified risks to workforce capacity and recommended mitigation strategies/tactics to boost utilization. * Provided staffing recommendations to stakeholders to optimize SLAs.* Facilitated stakeholder meetings related to forecast trending, SLA performance, AHT, shrinkage, occupancy and utilization.* Analyzed data to identify gaps, trending and opportunities. * Improved schedule adherence by 5 pts while decreasing overall exceptions by over 2000 records per month.* Forecasted short, medium and long range contact volume and FTE requirements for NA Products. 97% portfolio accuracy. * Presented optimized forecast/scheduling plans to product leaders to drive SLAs and Occupancy.* Crafted WFM Product Portfolio Dashboards to capture utilization, capacity optimization and performance. * Verint WFM system administration and Genesys ACD platform migration.* Experience working with external Business Process Outsourcing (BPO) vendors. Implemented process improvements.

Portland, Or, Us

• Provided workforce staffing and resource allocation management support for 30 clients and campuses.• Centralized, organized and consolidated staffing. Achieved 100% visibility into staff allocation and hierarchy.• Developed a staffing optimization model with manager support ratios. Achieved greater staffing efficiency contributing to a 20% resource utilization improvement YOY.• Developed FTE models to track and measure actual staff compared to budget contributing to tighter staffing margins. • Developed real time FTE tracking and reporting metrics: By Client, LOA, attrition, location, services and levels.• Implemented and managed a real time staffing matrix to capture resource allocations and available FTE.• Initiated and led a ‘request for proposal’ for contact center/workforce management cloud software.

Lincolnshire, Il, Us

• Managed a Workforce Operation Department providing internal client support for 8 business units and 5 contact centers in WFM, CC technology/systems administration, reporting/analytics, outbound dialing, payroll and office admin. • Implemented several strategic utilization and staffing optimization programs resulting in $2.3M added revenue. Improved SLAs, abandons, compliance/adherence, attendance and call wrap time. • Systems support: Aspect WFM Performance Edge suite administrator, Unified IP ACD, Advanced List Management dialer and Unified Command/Control Real Time Reporting.• Reporting and analytics: Developed customized KPI reports including: Enterprise performance, MOM/YOY IB/OB volume trending, % forecast, SLA, abandon, AHT, compliance/adherence, attendance, wrap, not ready activity, agent/workgroup utilization, turnover and staffing.• Chaired daily availability and outbound performance huddles with Sales Production Teams.• Initiated outbound dialer management optimization strategies and robust reporting analytics resulting in 38% added dials and 14% added contacts.• Successfully launched Centers into the next generation of WFM via Aspect Empower/self service application. • Developed a skill based routing call flow model resulting in a more efficient multi-skilled staff.

Denver, Colorado, Us

• Managed daily service levels ensuring efficient operational performance.• Generated reports including interval service levels, revenue, attendance, handle time, average answer, lost time, log in/out, daily activity, and hourly operations updates.• Aspect e-WFM system: Tracking, historical updates, official schedules, schedule modifications, segment exceptions, shifts bids and workforce reporting.• Measured real time adherence monitoring, agent utilization and occupancy.

United States Postal Service Contract transitioned to Convergys from TeleTech. Existing staff and positions retained. Title changed to Operations Manager.• Empowered front line supervisors and a WFM command center team supporting 500 customer care agents in change management, employee recognition and performance accountability.• Executed a recognition program for quality performance that delivered increased coaching productivity by 70%. Improved overall quality scores and contributed to overall customer satisfaction ratings.• Standardized call queue response practices.

Greenwood Village, Colorado, Us

United States Postal Service Contract.Promoted 5 times during my tenure with rapidly increasing responsibilities. Positions include: Customer Service Manager, Quality Assurance Manager, Senior Supervisor, Command Center Supervisor and Customer Service Supervisor.Led call center teams supporting 500 agents in performance management, incentives and SLAs. Highlights:Six Sigma trained.ISO internal lead auditor certification.Lifted quality scores by 10%.Attained top team status in quality, utilization and call production.