Jeffrey Yannitty Email & Phone Number

United States

Senior Manager of Labor Planning and Operational Analytics

United States

Milford, Ohio, United States

• Leading a team of Workforce analysts to ensure proper staffing, employee productivity, schedule forecasting, capacity planning, and schedule adherence within a multi-location contact center environment • Trend analysis and presentation of data to multiple levels of leadership• Intraweek management of short-term forecast analysis to ensure proper staffing based on forecast volumes, business initiatives, and seasonality• Root cause analysis of daily, weekly, and monthly performance issues including: shrinkage concerns, schedule effectiveness, and forecast accuracy• Oversight of shrinkage scheduling including legal and compliance trainings, business updates, team meetings, and leaves of absence for multiple lines of business• Continual improvement analysis to ensure organizational network alignment and maximum productivity Special Projects• Successful migration from Genesys WFM to NICE IEX WFM software solution

Ohio, United States

Cincinnati, Oh

• Leading a team of Workforce analysts to ensure proper staffing, employee productivity, schedule forecasting, capacity planning, and schedule adherence within a multinational, multi-location contact center environment • Change Management leader responsible for strategic planning and impact analysis across multiple lines of business • Working closely with Telephony and Operations Readiness teams during creation of routing logic schemes, workgroups, and skill assignment hierarchies • Intraweek management of short-term forecast analysis to ensure proper staffing based on forecast volumes, business initiatives, and seasonality• Operational incident management, monitoring, and resolution of system issues including telephony, call routing, servicing portal, and network outages• Creation and maintenance of daily, weekly, and monthly reports detailing staff performance, shrinkage scheduling, schedule effectiveness, and site location performance health• Oversight of shrinkage scheduling including legal and compliance trainings, business updates, team meetings, and leaves of absence for multiple contact centers• Continual improvement analysis to ensure organizational network alignment and maximum productivity • Creation and implementation of Workforce Realtime Management policies and procedures across multiple lines of business and site locations• Consolidation of absence reporting process from direct leader contact to an automated voicemail-to-email system administered by WFM Realtime Team.• Global integration of Realtime Team • Creation of and implementation of new procedures and training materials• Successful migration and new build of Verint 15.2 for WFM, QA, and Performance Management functions

Sarasota, Florida Area

• Leading a team of Workforce and Realtime analysts to ensure proper staffing, employee productivity, schedule forecasting, capacity planning, and schedule adherence within a contact center environment (Customer Support Center), and over 1800 COO retail locations in a highly seasonal environment• Creation of short-term/long-term planning and forecast analysis to ensure proper staffing based on forecast volumes• Reporting, monitoring, and resolution of system issues including telephony, call routing, servicing portal, and network outages• Creation and maintenance of daily, weekly, and monthly reports detailing staff performance, shrinkage scheduling, schedule effectiveness, site, and retail location performance health• Oversight of shrinkage scheduling including legal and compliance trainings, business updates, team meetings, and leaves of absence for the contact center and over 1800 retail locations• Continual improvement analysis to ensure organizational network alignment and maximum productivity Special Projects• Creation and implementation of Workforce Management policies and procedures in both the JH contact center and for all COO retail locations (prior to May, 2017 no WFM team existed within COO• Development of staffing plans from limited data and implementation of first-ever schedule planning tool for all COO store locations• Creation of and implementation of new procedures and training materials• System integration between telephony, scheduling and payroll applications (Five9, Community Virtual Observer, Ceridian Dayforce Payroll)• Creation and implementation of automated shrinkage scheduling system via Community Virtual Observer• Systems migration from NICE/IEX to Community Virtual Observer for both WFM and QA functions

Boca Raton, Fl

• Leading a team of Workforce and Realtime analysts to ensure proper staffing, employee productivity, schedule forecasting, capacity planning, and schedule adherence • Creation of short-term/long-term planning and forecast analysis to ensure proper staffing based on forecast volumes• Reporting, monitoring, and resolution of system issues including telephony, call routing, servicing portal, and network outages• Creation and maintenance of daily, weekly, and monthly reports detailing staff performance, shrinkage scheduling, schedule effectiveness, and site performance health• Oversight of shrinkage scheduling including legal and compliance trainings, business updates, team meetings, and leaves of absence for an multi-site contact center• Continual improvement analysis to ensure organizational network alignment and maximum productivity Special Projects• Creation and implementation of Workforce Management policies and procedures (prior to March, 2016 no WFM team existed within HDI• Development of staffing plans from limited data and implementation of first-ever schedule realignment within Home Depot subsidiary business• Creation of and implementation of new procedures and training materials• System integration between telephony, scheduling and payroll applications (Avaya, Verint, and Kronos)• Creation and implementation of automated shrinkage scheduling system via Verint/Impact 360• Launch implementation and monitoring of Salesforce within HDI CAC• Interim Workforce Manager for HDMS location in Southfield, MI

Fort Lauderdale, Fl

• Leading a team of up to 25 business analysts and one Team Leader as direct reports, and up to 100 additional resources as required for special projects • Short-term planning and forecast analysis to ensure proper staffing based on forecast volumes• Reporting, monitoring, and resolution of system issues including telephony, call routing, servicing portal, and network outages• Creation and maintenance of daily, weekly, and monthly reports detailing staff performance, shrinkage scheduling, schedule effectiveness, and site performance health• Oversight of shrinkage scheduling including legal and compliance trainings, business updates, team meetings, and leaves of absence for an 800+ employee call center• Continual improvement analysis to ensure global network alignment and maximum productivity within my team and the business units it supportsSpecial Projects• Implementation and maintenance of Adherence to Schedule (ATS) metric including creation of curriculum and facilitation of sessions with line leaders and directors to ensure mutual understanding – led to best in US Market performance in 2015• Created, tested and maintained call routing structures to include Voice Response Bypass for business-driven marketing initiatives• Creation of and implementation of new procedures and training materials• Scheduling partner focus groups within organizations such as Delta, Jet Blue, Starwood Properties, Costco, and Morgan Stanley• Product launch support including analysis of customer driven call volume variances and additional staffing requirements• Data analysis and creation of Call Handling Time (CHT) and ATS outlier reporting• Creation and implementation of new schedules based on schedule effectiveness analysis across multiple business units (Schedule Realignment)

Miami/Fort Lauderdale Area

• Leading a team of up to 20 customer care agents as direct reports and up to 100 additional agents as required for special projects • Ensuring service goals are met for my direct reports and the teams within the business unit• Resolution of escalated customer concerns• Maintaining timely monthly progress reports and coaching guides for direct reports• Facilitating training and business updates for direct reports and additional teams within business unit• Improving team performance to ensure my team remains in the top five percent of teams within the business unit.Special Projects• Process review for redesign purposes• Selected as board member for culture change initiative team• Creation of and implementation of new procedures and training materials• Partner focus groups within organizations such as Delta, Jet Blue, Starwood Properties, and Morgan Stanley• Product launch support including analysis of customer dissatisfier feedback and systematic opportunities• Data analysis and creation of customer care agent availability reports• Creation and implementation of pilot programs to improve absenteeism among front-line employees and floor management schedules for managers within a call center environment

Responsible for the entry and reconciliation of client payments.Processing and disbursement of client payments to various banks and creditors.Ensuring payments are processed in a timely manner meeting ISO standards for the payment processing industry and for a non-profit 501C3 organization.Scheduling of debits and credits through third party ACH processor.Trend analysis for client attrition rates and fee percentages.Forecasting and reconciliation of quarterly revenue figures.Responsible for addressing escalated client support issues involving payment disbursal or debits.Leading a team of five payment processing professionals.

Partnered with Senior Developers when analyzing client business needs.Filled Liaison role between clients and software developers.Responsible for efficiency analysis of new client operations.Responsible for onsite training after new software package introduction.Responsible for additional operations support and development of client specific program modules.Successfully promoted growth of the client base from 50 to over 100 clients.

Responsible for daily operations of a financial counseling office.Maintained quality standards and regulations in a call center environment.Successfully coordinated obtaining and maintaining of ISO certification and internal audit schedule.Responsible for Human Resource functions including payroll, benefits, hiring, disciplinary measures, and scheduling.Responsible for all office supplies and equipment as well as maintaining all service contracts on any equipment leased or purchased.Leading a staff of up to 50 people to ensure sales and customer quality goals were met.Successfully promoted growth of the client base from 500 to over 3000 clients over the course of approximately four years.

Master Of Business Administration (Mba), Global Business, 3.8

Doctoral studies in organizational leadership theory

Bs, Business Management

graduated cum laude with 3.86 GPA