Michael Boyt Email & Phone Number

San Francisco, Ca, Us

Manage a team of product managers responsible for 6 development teams, responsible for the development of our Workforce Management Software. Conduct regular customer feedback sessions, and manage the ongoing product roadmap and backlog.

San Francisco, Ca, Us

Manage the creation of a completely new WFM tool. Leading persona interviews to define our customer and their needs. Identify the backlog and deliver this new tool and manage its Early Access program, taking it from concept to Early Access and into a successful General Availablity go live.

Cambridge, Ma, Us

Direct the work of a service delivery team responsible for managing international customer engagements . While supporting pre-sales initiatives for a Cloud-based SaaS Big Data analytics product and providing guidance on Business Consulting as well as driving key industry insights for Product Management, Sales, and Marketing teams.

Cambridge, Ma, Us

Provide a key part of the Product Management team and responsible for the full range of activities which ensure the effectiveness and success of the OpenSpan Intelligence product suite. Passionate about enabling data to drive business objectives. Owning and driving features and market delivery for the flagship Intelligence product. Manage the backlog of Epic write ups, features, wireframes and maintaining a prioritized backlog of user stories while supporting the scrum team

Alpharetta, Ga, Us

Provide a key part of the Product Management team and responsible for the full range of activities which ensure the effectiveness and success of the OpenSpan Intelligence product suite. Passionate about enabling data to drive business objectives. Owning and driving features and market delivery for the flagship Intelligence product. Manage the backlog of Epic write ups, features, wireframes and maintaining a prioritized backlog of user stories while supporting the scrum team

Melville, New York, Us

Responsible for Designing and Training tailored solutions based on discovery processes to understand the business needs and goals of clients, work with the client to build the installed solution, and provide production support during the transition to a live production solution. Provide post production review, discuss the optimized solution, and deliver recommendations on process or design improvements on the following Verint tools: Contact Center WFM, Back Office WFM, Retail WFM, Coaching, Performance Management, E-Learning, Desktop Process Analytics, Quality Monitoring, Change Management Consulting, WFM Business Consulting and, Utilization and Productivity Consulting.

Philadelphia, Pa, Us

Managed the forecasting process for the division’s various regional call centers, reported on Regional sites daily forecast accuracy, created short range (6week), mid-range (3 month) and Long term forecasting for all call centers in multiple regions within the Central division. Ensured proper recourses were secured via outsourcing support. Trained regional forecasting and scheduling analyst teams on best practices and forecasting techniques and continually drove increased accuracy and process improvement.

Philadelphia, Pa, Us

Managed the Atlanta Workforce team to ensure proper staff planning and real time operations of multi-skilled and multi-site call centers. Managed and updated long term and short term forecasting needs while monitoring staffing and outsourcing requirements. Supported the Central Division as a backup system administrator and Verint WFM subject matter expert. Trained and developed WFM Scheduling team and Real Time Analyst team and oversaw their daily operations. Continually partnered with Contact Center Operational and Executive leadership to achieve Service Level Goals and promote customer retention.

Atlanta, Ga, Us

Senior team member of a Strategic Operations Team consisting of Workforce Analysts and Reporting Analysts. Tasked to work with Senior Management in setting up multi-divisional KPI’s and long range strategic planning, and recommend tactical solutions.

Atlanta, Ga, Us

During the early stages of WFM install and set up, developed and maintained headcount report, availability report, and RONA report for multiple departments. Launched a multi skilled team pilot and trained all agents and supervisors on job specific rolls within WFM.Key Achievements:• Implemented company's first workforce management solution• Selected and trained a team of 4 to become Workforce Analysts• Maintained accurate forecasts (+/-5% Deviation) for multiple contact centers • Developed training materials for Workforce and CMS reporting system• Conducted Workforce and CMS training from Director Level to Phone Rep Level