Misty Pennell Email & Phone Number

Freeport, Fl, Us

W@H

Supervised a team of 7 operations coordinators and analysts across the United States. Responsible for planning required staffing, schedules, and service level results across multiple sites and services. Facilitate weekly meets with Operations, Finance, HR, and Training with each call center to ensure SLA are being met as well as individual union contracts are not being violated. Responsible for creating and implement programs and plans that support the strategic objectives of the call center by adding additional hours to assist with call volumes or reducing workforce to reduce calls as needed in the individual sites.

Responsible for monitoring real time call volume and staffing for a multi-site call centers. Working with Managers and Directors offering solutions to staffing issues and strategies to meet budget needs. Projecting call volume and necessary staffing to ensure that calls are handled in accordance to contractual agreements with our partners. Daily responsibilities included working cross functionally and building forecasts for all phone and off phone work, building effective schedules, monitoring business conditions making staffing adjustments and alerting leadership of service failures or operational inefficiencies monitor activities throughout multiple sites, understanding internal dependencies and make adjustments and changes to staffing and intraday forecast.

Ensure that Contact Center employees are meeting key business objectives by monitoring business conditions and making swift decisions based on business need. Optimize schedules to ensure agent work patterns align with business needs Work with others in the organization to develop and coordinate shift bids. Design, develop and test queue structure for web sales and IVR testing. Create and maintain forecasts on a daily, monthly, and yearly basis. Determine impact of proposed business scenarios. Monitor queue, telephony, and agent performance. Take real-time action to address issues. Review historical data and translate to current situations in order to make accurate predictions of workload and agent performance, and to identify self-service opportunities. Work with others in organization to gather information, understand their processes, and to develop an accurate forecast. Lead cross-functional meetings to review forecast, understand business needs and changes and make recommendations for improvement.

Assist staff of 5 team members in meeting production goals by facilitate training to improve professional development skills and sales skills. Manage acquisition strategy to profitably drive new account growth. Assist staff in meeting portfolio goals across all channels. Attend industry trade meetings to push the brand, build new relationships and maintain current partnerships across the industry.

Bachelors, Business Management

Associates Degree, Criminal Justice