Michael Rougeau Email & Phone Number

Clarks Summit, Pa, Us

Clarks Summit, Pennsylvania, United States

Responsible for the forecasting, staffing, and capacity planning (short and long term) for our 11 business units coordinating among Operations, Talent Acquisition,Human Resources, Training, and other Workforce Management partners.Collaborated with our marketing teams to understand upcoming campaigns, promotions, and initiatives that would drive changes in workload. Worked with our Operations leaders to understand and align on agent goals pertaining to leads, leads per hour, and general productivity metrics.Worked closely with our leadership team to align our staff, as appropriate, on a bi-weekly cadence to newly projected volume forecasts. This included promotions and relegations of our staff to align our best performers with our most profitable volume queues.

Clarks Summit, Pennsylvania Area

Supervised the global forecasting and planning teams supporting all units of business across Percepta's support of Ford's contact center space. Beginning in January 2020, this support expanded to include Mercedes-Benz, Verizon, and Jaguar Land Rover. Beginning in January 2023 this support expanded to include Avis Budget Group.My teams mange the business plans for over 100 programs worldwide, including over 1,500 customer service associates, and an annualized combined budget of over $200,000,000.Implemented scheduling and staffing strategies to enable our business to achieve its objectives while maintaining and communicating core strategies and goals amongst all stakeholders: WFM, Operations, Finance, Reporting, & Client.Developed staff via mentorship, coaching, task leadership, and promoting positive and supportive relationships across all platforms of our business.Prepared, assembled, and delivered multiple forecast and capacity components including: - Client Quarterly Business Reviews - Monthly Client Forecasting and Planning Reviews - Budget Reviews - Short Term Planning Reviews - Day to Day Queue & Planning Management

Scranton, Pennsylvania Area

Supervised a team of business planning analysts. My team managed the business plans for programs with a total of approximately 700 customer service associates and an annualized combined budget of nearly $100,000,000.Forecasted daily, weekly, and monthly workload components (incoming volume, AHT, shrinkage, occupancy, etc.) and created staffing requirements based on those forecasts as part of a tactical and strategic forecast process. This process allowed us to plan, prepare, and address any variations in advance, helping our business units to achieve successful service level performance while keeping costs down.Created and delivered short term & long term staffing plans. Through these plans we were able to maximize our workforce staffing throughout the contact centers. Designed and offered staffing recommendations (scheduled modifications, optimization, time off, overtime, etc.) where necessary to align the workforce to meet the needs of the forecasted workload. Ensured operational, financial, customer, and employee satisfaction requirements were balanced.

Bank Of America Virtual Contact Centers - Worldwide

Forecasted daily, weekly, and monthly workload components (incoming volume, average handle time, shrinkage, occupancy, etc.) and created advanced staffing requirements based on those forecasts as part of a tactical and strategic forecast process. Analyzed the impact of any and all known factors to staffing needs and requirements throughout the Contact Centers. Produced and implemented strategies to address any staffing variations on an advanced basis.Developed, and modified as necessary, operational plans to maximize the Contact Center's efficiency and effectiveness. Worked to blend and balance departmental needs, staffing needs, and service level objectives.Monitored and tracked historical calling trends and patterns for various units of business within the Contact Centers. Used this data as a foundation in the forecast process and proactively worked with business partners to identify, understand, and size the impact of upcoming campaigns, events, promotions, initiatives, or any other factors that may affect the Contact Center.Continually expanded tactical and strategic forecasting models to evolve with ever changing, unstable, and complex environments. Worked to understand and prepare for business units with multi-channel responsibilities (phone volume, e-mail, & text chat) as well as managed the scheduling processes of business units across multiple locations.Instrumental in helping to develop a forecast process within the eCommerce space and the relationship of chat, email, & voice contacts.Throughout my tenure I forecasted for, and supported, many business units. My support included forecasting, planning, and analytics for:Inbound Sales Segments: Over 16 million contacts per year requiring an FTE need of over 1,700eCommerce Email Channel: Over 2 million contacts per year requiring an FTE need of over 200eCommerce Text Chat Channel: Over 5 million contacts per year requiring an FTE need of over 500

Bachelor Of Science (Bs), Business, Management, Marketing, And Related Support Services

Education record