Michael Therault Email & Phone Number

Responsible for planning the resource requirements and tracking benefits and operational efficiency owning all operational forecasts and the insight into associated performance indicators that drive efficiency while balancing engagement, culture, and business objectives.

United States

• Responsible for planning, scheduling and real-time management functions in a multi-site/skill-based healthcare environment.
• Developed and trained WFM staff on shrinkage calculation, overtime, schedule optimization, long and short term trending, forecasting and attendance processes; establishing formal documentation for each.
• Implemented IEX time board for overtime, eliminating approval of excessive overtime, improving agent satisfaction with instant approval while creating WFM efficiencies.

• Responsible for delivering service level and financial results and developing call volume forecasts and capacity plans for 21 million customer contacts (calls, email, chat) across, 21 lines of work and 13 global.
• Reduced cost $7MM while strengthening customer experience across multiple lines of business.
• Service level achieved consistently at or below budgeted cost.

Orlando, Florida Area

• Responsible for the performance of the forecasting; scheduling and real-time management functions in a multi-site/skill-based environment. Responsible for the development of Workforce Management (WFM) strategy and.
• Created and lead development of enhanced service analyst tool with six update points through scheduling cycle.
• Created and implement detailed overtime and vgh tracking and analysis tools and processes.
• Provide finance department long term guidance for company budget; 7K+ production agents.

Orlando, Florida Area

• Responsibilities include sales, quality assurance, purchasing, human resources and accounting.
• Kissimmee location best customer shopper scores Q3 and Q4 2003 in region.
• Kissimmee location number one in division Q3 and Q4 2003 food sales promotion contest.
• Waterford lakes location highest sales in region Q4 2002, Q1 2003.