Manager of Quality, Training, and Process Improvement at VCU Health's Patient Appointment Center

Global Workforce Management for the AWS Premium Cloud Support Engineering Team

Short Term Planning, Analysis, and Staffing Optimization for the Branded Card Servicing, Partnerships, and High Value networks.

Demand Forecasting, Capacity Planning, Scheduling, Analysis, and Process Management for LendUp's Customer Insights Team.

Staffing planning, consultation, and analysis for onshore and offshore call center and back office groups.

Call center planning and analysis for domestic and offshore networks.

Weekly creation of six-week Short Term Plans to share with Operations Managers during weekly meetings.Analyze staffing trends and patterns to provide recommendations to customers for optimal staffing levels.Provide recommendations for event planning and scheduling, to avoid service level issues.Workforce process creation, implementation, and improvement within call center networks. Training, reporting, analysis, and recommendations to internal customers to hit service level goals, optimize agent schedules, and control costs in the call center.Meet weekly with Capacity Planning and System Admin Team for updates on any long-term staffing moves, and system-related changes that would affect agents or managers.

Call Center Staffing Coordinator