Michael Berreth Email & Phone Number

Us

Irvine, Ca, Us

Bellevue, Wa, Us

- Manager of Staffing & Forecasting Department with two sub departments and 16 reports.- Development of long-range forecasts & staffing requirements, highlighting changes to supply and demand.- Delivery of modeling results to Executive Management based on various Ad Hoc and re-occurring requests. - Assess, acquire and/or develop new forecasting techniques, practices, tools, reports and process improvement opportunities- Provide executive level reports on workload trends & staffing requirements- Coaching, developing, and leading a team of Analysts and Support Roles for Executive Leadership and Field Customers.- Direct contact for Field and Field Service Center leadership regarding long and short term forecasting and business directions.

Armonk, New York, Ny, Us

- Manager of Reporting and Analysis Dept. with three direct reports.- Works with Resource Planning team to provide and analyze data for reports to assist in meeting contractual SLA’s.- Provide support for IEX TotalView Administration during implementation across enterprise.- Provide necessary ongoing IEX TotalView Training to Client, Vendor, and IBM teams.- Main Point of Contact for all Ad-Hoc reporting and historical analysis and Presentation at Executive levels to assist in business impacting decision making processes.- Supports developing, documenting, and implementation of reporting processes including Automation and Database solutions.- Partners with internal and vendor centers to ensure consistent application of process solutions. - Support appropriate analysis and documentation of service performance results in daily, weekly, monthly, and annual reports

- Interface with Clients and Site Managers to accurately project, forecast, budget staff, and schedule agents.- Audit and standardize Resource Management practices, policies and procedures.- Provide input and updates to Executive levels regarding WFM activities, status, and challenges. - Manage remote WFM group at enterprise level including scheduling reporting and queue monitoring- Create and communicate “What If” scenarios for perspective new business initiatives to include in the RFP process.- Manage WFM for multiple short and long term client accounts.

- Managed 5 call centers remotely (3 US centers and 2 Canadian) including training, process management, and employee selection- Initiate restructure of call centers to arrive at a virtual call center environment- Determine staffing efficiencies based on call volumes and center capacities- Coordinate Workforce software training for all divisions- Analyze call patterns and projections to increase GOS results- Continuous assessment of team resources for maximum value and effectiveness- Development of standardized processes to be used corporate wide

Portland, Oregon, Us

- Forecast all calls for virtual call centers- Create and maintain forecast analysis report- Present forecast and Historical data in weekly forecast meeting- Summarize staffing and service deficiencies- Provide staffing alternatives and resources schedules- Assisted schedulers in creating and maintaining agent - Analyze historical trends to apply to future forecast generations