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.•Collaborate with NICE vendor to research and resolve CXone system errors.• Act as liaison between business users and the NICE vendor.• Monitor intraday interval population and adjustments daily. • Create and document system processes and best practices.

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 • Facilitate implementation of IEX 6.5 system upgrade •Research and resolve system errors • Complete monthly restart and clean up of IEX system • Act asliaison between business users and NICE vendor • Create and documentation system process and best practices.

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).• Aggregates all off-phone activity needs (training, meetings, etc.) and helps plan optimal scheduling for these activities between all areas.• Produces daily, weekly, and monthly performance reports for each area of Communications.• Monitors, identifies and interprets statistical trends (AHT, ACD&Avail, service levels, etc.) in each area and makes recommendations to senior managers based on such trends• Monitors trends and identifies improvement opportunities to schedules/shifts.• Arranges and/or directly provide necessary training for each level of management to ensure proficiency with appropriate call management tools.• Develops custom reports in AVAYA and Genesys for business units and WFM•Organize and implements emergency and holiday procedures; including: maintaining voice mail boxes for holidays, emergencies, fire drills, and meetings, invoking treatments to re-route calls to the appropriate area or voice message, periodically testing procedures, and working with Telecom to coordinate Communications-wide processes as technology and call routing changes.

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.• Manage activity and performance of 20 admissions advisors in conjunction with plans created with Directors in their absence.• Directly manage sub-team performance of 4-6 admissions advisors to meet or exceed admissions scorecard metrics.•NATIONAL ADMISSIONS ADVISOR B (GEORGIA & MASTER'S SPECIALIST) • Conduct interviews and evaluates each prospective student based on his/her needs, desires, interests, qualifications,motivations, and commitments.• Assist prospective students in completing the admissions process in the most efficient and supportive manner; serves as an advocate for prospective students.•Discusses staffing opportunities with management team.

Bellwood, Il

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

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