Erik Thomas, Mba Email & Phone Number

Phoenix, AZ, US

Phoenix, Arizona, United States

• Monitor and assess the performance of agents in real time.
• Use NICE CXone WFM software for staffing and adherence reporting.
• Construct strategies and plans for agents production increase.
• Coordinate staff and scheduling for the Operations Teams.
• Compile and record accurate agent time, production, and payroll data for time sheets.
• Collaborate with Senior leadership to evaluate volume spikes and adjust department schedules for optimal staffing and productivity.

Deerfield, Illinois, United States

• Maintain the functionality and productivity of the IEX system
• Configure and implement ACDconnections
• Monitor intraday interval population
• Facilitate weekly meetings with the business onIEX processes
• Create and maintain IEX system access for all users
• Maintain the functionality andproductivity of the Call Recording system

Itasca, Illinois

• Workforce Management Analyst and Administrator
• Monitors staffing levels and service levels continuously throughout the day and makes real-time adjustments to agent skills to shift resources between departments.
• Collaborates with WFM and department managers using IEX and AWD data to understand volume spikes and adjust department schedules/shifts for optimal Communications-wide staffing.
• Discusses staffing opportunities with management team.
• Created policies for editing schedules both before and after schedules were released to agents and increased adherence.
• Aggregates vacation needs data and recommends appropriate, proportionate vacation schedules for each area (then administered locally).

Schaumburg, Illinois

• Analyze personal and team performance to diagnose opportunities for performance improvement within TotalView.
• Facilitate individual coaching sessions to further development employees
• Conduct NewHire and cross departmental training to prepare employees for success in their roles.
• Collaborate with the Director to identify ongoing coaching and development needs
• Lead by example and achieved goals through the consistent application of effective leadership skills.
• Develop reports utilizing survey and assessments for data gathering in IEX.

Bellwood, IL

• Process creation and implementation
• New Hire Paperwork
• Employee Training
• Schedule implementation
• Benefits enrollment coordination
• Inventory Management- collecting data for product evaluation

Valpariso, IN

• Inform individuals regarding University activities, solicit feedback, and collect donations.
• Met weekly quotas and strive to be among the top callers.
• Recruited and mentored coworkers, while obtaining a very substantial amount of donations for the university.

Hangzhou, Zhejiang, China

• Research American music competitors
• Present data and marketing research to upper management
• Translate 5fad related documents Chinese into English text relatable to Americans
• Website Formatting- this consisted of organizing the website
• Recruitment for American recording artist
• Record sample products for marketing plans in 5Fad studios

Master Of Business Administration (Mba), Operations Management

Bachelor, International Business And Minor In Chinese