Julia Sutton Email & Phone Number

provide long-term, short-term, and current forecasts to management from Work Force Management. Maintain and develop comprehensive forecasting and scheduling models using Verint I360, Calabrio, Centre Vu Management, and CUIC systems. Create and maintain Forecasted volume, average handle time, and shrinkage on weekly basis. Determine staffing requirements based on data collected thru system events, Business expansion, and technological updates. Provide statistical analysis on forecasting drivers with recommendations for continuous improvement. Conduct simulations/analysis to provide advice in regards to the impact of business strategies within the Customer Service Center. Support Requirements during annual Budget planning process. Coordinate and facilitate collaboration with internal and external partners to capture forecast and staff impacting activities. Use and knowledge of Microsoft Office for statistical analysis, preparation, and presentations. Office 365 proficient; Core member of Inclusion & Diversity Group. Familiar with Microsoft Teams and Microsoft Outlook. Real Time and Scheduling Anaylist. Certification for Workforce Management obtained Benchmark.

Listed skills include Leadership, Microsoft Office, Management, Scheduling, and 8 others.

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  Blackburn College

  Business Administration, Management And Operations