Michael Grim Email & Phone Number

Charlotte, Nc, Us

Washington, Dc, Us

• Lead national contact center support teams responsible for all aspects of Omni Channel Platform Administration and Technical Support, Workforce Management, Command Center and Data Analytics. • Direct technical support and WFO administration of multi-site Genesys and Avaya Cloud multi-channel (ACD/Dialer/Chat/Email/SMS) platforms for the American Red Cross national contact centers.• Proven track record leading and delivering on complex technical solutions and and implementations projects. • Expertise in all aspects of contact center technology support including: vendor relationship, licensing, telecom/IP trunks, system administration, soft phone application, user administration, Inbound queues/skills, outbound dialer, IVR/text-to-speech, chat, reporting, WFO resource/capacity management and problem resolution/prevention. • Provide key technical and call center efficiency expertise to ARC Directors and Executives on strategic operational and technology projects.• Oversee a National Workforce Management Optimization team. Responsible for Forecasting, Scheduling, Adherence, Call Routing strategies, Dialer strategies, Email handling, and Chat handling strategy/tactics. With expertise in Avaya Verint WFO.

• Provide global call center technology leadership to multiple business units and clients in support of over 3,000 production stations. Serving as the IT organization single point of contact to sales, client services, operations, support groups; along with internal and external technology teams. • Function as the lead technical expert on highly complex solutions for client opportunities, implementations, and on-going support; recommending and designing end-to-end technical solutions across a broad IT spectrum of telephony technology, data networks, applications, and client integrations.

• Specialized on new business development/RFP’s, SOW's, scope and size opportunities, client deployments/implementations, WFM process/system development, call platform enhancements/deployments; in support of over 50,000 production agents and 60 global contact centers.• Provided Cost-Plus Workforce Management consulting to outside clients.• Provided expertise with IEX Totalview Forecasting/Scheduling platform.

Lead a national support team of WFO staff in support of over 3,000 contact center staff across 20+ sites.

• Successfully managed staffing levels and call lists for medium to large scale outbound campaigns for Fortune 500 clients. This included staffing, hiring, and dialing plan authority over 12 call centers, 50 separate client programs, and 2,500 production stations.• Directed regular strategy and optimization sessions with internal and external business leaders.

Arlington, Virginia, Us

Ambulance Unit