Jory Johnson Email & Phone Number

United States

*Monitored and reported plan deviation regarding contact, staffing and delivery metrics on a daily and as needed basis.*Maintained and communicated overall plan expectations weekly to both operational and workforce leadership.*Adjusted staffing levels internally to meet business need on a weekly and as needed basis.*Processed and recommended scheduling adjustments to optimize workload efficiency.*Maintained and managed outsourcer relationship regarding staffing level delivery and plan deviation. *Directed or reported technical and operational performance issues to appropriate channels for resolution.*Communicated real time strategy and guidelines to the real time management team in daily, weekly and ad hoc communications.*Reported systems, site, and call center outage/performance incidents to appropriate response teams and assisted with troubleshooting as needed.

Orem, Utah

*Conversion of long term forecast into short term and interval forecast.*Calculate staffing surplus and shortages, make recommendations to help regulate staffing to business needs.*Maintain and improve phone tree and IVR messaging.*Monitor real time phone traffic and make adjustments to skilling and off phone activities to maximize efficiency.*Organize and manage time off and extra hours offerings as needed by the business.*Report systems, site, and call center outage incidents to appropriate response teams for resolution.*Adjust forecasts according to previous day performance and variance to original forecast.*Maintain and manage outsourcer relationship including specialized team staffing as well as calculation and communication of staffing requirements to interval level for all normal queues on a weekly basis.*Recommend specialized teams staffing adjustments in order to meet business needs.*Tracking real time exceptions as needed.

Greater Salt Lake City Area

* Responsible for monitoring real time traffic and making recommendations based on that monitoring in terms of time off, overtime, and accountable shrink needs and requests. * Tracking real time exceptions as needed. * Making real time adjustments to skill sets and user profiles for telephone extensions. * Responsible for documenting service levels at daily and semi-hourly intervals. * Responsible for taking reports of system incidents and outages, forwarding those reports to the correct departments/vendors for resolution, managing conference bridge calls to address large business continuity issues, and documenting these incidents and outages appropriately. * Responsible for creating forecast scenarios and schedule scenarios for assigned business units across multiple call centers. * Responsible for documenting performance for assigned business units as compared to the scenarios I have created and explaining variance from forecast on a daily and weekly basis.

Phoenix, Arizona Area

* Responsible for timely entry of schedule exceptions.* Responsible for timely entry of telephone, voice recording, and exception tracking profile updates for system users.* Assigned progressive responsibilities and ownership related to assigned business unit relationships including exception tracking recommendations to meet particular business unit needs. Exception creation within the WFM system. Training of managerial and supervisory staff on how to use the WFM system most effectively. Communicating with the upper management of assigned business units and collaborating with them to best determine how the Comm Center could best support their business needs. Training of Comm Center Team on process and procedures for assigned business units.Additionally, for four of my five years I was the sole Comm Center representative on the SoftPhone and Verint Migration Project Team.* Responsible for providing technical support of telephony, workforce management and voice recording applications between routing, resource planning, driving desk and business end users.* Responsible for the implementation of telephone and voice logger migration from traditional Aspect/Genesys/NICE logger telephony systems into a VOIP Softswitch/Genesys/Verint system. I worked closely with project technical and routing teams to ensure that extension, hardware and software changes were completed within project specifications and timelines.* Assigned progressive responsibilities and ownership related to the development and maintenance of the user interface to the Genesys and Verint environments. I communicated the specifications and limitations of these environments to the leadership of every migrating business and to the Comm Center staff regarding proper use, processes and procedures. Represented the Comm Center as a collaborator with the development teams of the user interfaces to be used in administering those environments.

Greater Salt Lake City Area

* Responsible for driving traffic to preferred service levels through traffic switching and partnering with Intraday team for time off/overtime suggestions.* Responsible for hourly and daily reports of variance from forecast.* Responsible for communication to senior management regarding any event impacting service level of any business unit.* Responsible for exception entry and schedule adjustment to ensure accurate reporting of adherence and variance.

Philosophy And Anthropology

Anthropology And Communications

Activities and Societies: Debate