I have overseen the daily operation of the US and Canadian voice and digital contact centers. I have near 20 years experience as a real time workforce analyst. I have experience in dealing with offshore support sites. I have used multiple systems during my time from Avaya, Aspect, and now Genesys. I am very familiar with Genesys Cloud, WFM, Pulse, and GAX. While my role is mainly real-time I also update schedules. Daily I will check the schedules to see if scheduling had any gaps in coverage; if necessary I would adjust. I also scheduled time off, sick leave, overtime, department wide trainings, flex time, coaching, and agent development time. I do enjoy this type of work and find it rewarding in making sure the customers get the best possible experience while also trying to maintain the balance of the agents getting the training and time off they require. Prior I have worked mostly as an individual contributor, which caused me to excel at problem solving and using my best judgment. I am extremely self sufficient and enjoy working this way. If this role needs it I also love working the weekends and have been doing so most of my career. I have experience training new employees, both for Workforce and previously for the contact center. I strive to make the new employees understand what their role entails. I teach them how to be self-reliant and use the tools to their advantage. I don't want them to know just how to do a task; I want them to know why they are doing it and the reason behind it. I encourage thinking outside the box when solving problems while adhering to company policy. It is important to have patience in the role of a trainer and also reinforce with positive motivation. I also have experience handling major system outages including coordinating between the contact centers and the Incident Management teams. Normally I am able to handle this while still performing my daily tasks. I find system outages to be highly engaging and enjoy the fast paced nature of it. Working collectively between the call center, IMT, and IDIT teams to find the quickest solution is highly rewarding.