Lisa Floyd Email and Phone Number

Lead contact center workforce management team responsible for optimizingagent schedule alignment to customer demand. Team of 50+ is responsiblefor creating a consistent customer wait time experience by using industrybest practices and state of the art tools to support 10,000 person contact centerenvironment across 50+ internal and vendor locations. Responsible for defining, implementing and auditing best practices. Maintain scheduling software supporting 20,000 front line agents.Support and lead projects that transform the business to adapt to evolvingcustomer needs and ensure end to end customer experience is captured,measured and translated for tactical and strategic planning purposes.