Workforce Management Analyst
Current
Nov 2023 - Present
Who is Neil Glaser? Overview
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Neil Glaser is listed as Workforce Managment Analyst at T-Mobile, based in Oakman, Alabama, United States. AeroLeads shows a matched LinkedIn profile for Neil Glaser.
Neil Glaser previously worked as Workforce Management Analyst at T-Mobile and Data Analyst, Work Force Management at T-Mobile. Neil Glaser holds Bachelor Of Science - Bs, Accounting And Business/Management from University Of South Alabama.
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T-Mobile
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Profile bio
About Neil Glaser
Workforce Analyst Professional with a proven track record of consistently exceeding goals. Diverse business background with experience in data analysis, presentation skills to convey and summarize underlying data to “tell the story” to internal customers and stakeholders. Build and advance professional relationships to foster trust with management and co-workers. Grow influence and credibility in the role as a consultant and valued business partner.
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3 roles
Neil Glaser work experience
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Data Analyst, Work Force Management
• Responsible for planning and managing of intraday service levels, minimizing shrinkage, AHT, CRT and ASA while staffing to meet online rate and agent occupancy goals in large call center environment• Built strong relationships with internal customers to ensure delivery of relevant reporting information to operational teams and management focused on efficiency metrics using:• Cisco call center suite integrated with Verint and eGain call routing, agent skilling and analytics. Prior to Verint conversion, used Avaya, CMS, eWFM and other available tools for data analysis and trending• Data Analysis combined with persuasive business presentation skills to operations partners and management using MS Office Tools, Power BI, SQL, coupled with compelling visual representations to convey the message and summarize key data points with associated performance impacts. Evaluate and propose alternative strategies to reduce business inefficiencies to ultimately improve overall performance• Model center data to optimize call center resources for bidding, agent schedules, training and meeting cycles based on trending historical call and current or projected FTE information. Forecast call volumes to better match resources during seasonal peaks/valleys for flex schedules, overtime, and voluntary time off. Postmortem reviews to evaluate successes and more importantly “lessons learned” to fine tune future projections and desired outcomes• Consistently exceeded metrics year over year. Of approximately 110 enterprise analysts, ranked as #1 Analyst in metric scores nine of the past twelve months. Ranked in top quartile in performance goals over last five years
Oct 2012 - Nov 2023
Program Manager, International Airport Customer Service
Managed multiple projects, defined, and implemented business process improvements (both above and below wing) for Delta’s international passenger service operations.Responsibilities included overseeing all Airport Customer Service aspects ofDelta’s worldwide airline partnerships with the SkyTeam Alliance and non SkyTeam (codeshare partners) carriersCoordinator, Business PartnersHandled all facets of contract outsourcing process from RFP through negotiationand ultimately to execution of agreements. Monitored SLA (post-contract award) for metrics to ensure compliance with RFP requirements
Oct 1993 - Jan 2006
2 education records
Neil Glaser education
Bachelor Of Science - Bs, Accounting And Business/Management
University Of South Alabama
Bachelor Of Science - Bs, Accounting
University Of South Alabama
FAQ
Frequently asked questions about Neil Glaser
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What company does Neil Glaser work for?
Neil Glaser works for T-Mobile.
What is Neil Glaser's role at T-Mobile?
Neil Glaser is listed as Workforce Managment Analyst at T-Mobile.
Where is Neil Glaser based?
Neil Glaser is based in Oakman, Alabama, United States while working with T-Mobile.
What companies has Neil Glaser worked for?
Neil Glaser has worked for T-Mobile and Delta Air Lines.
How can I contact Neil Glaser?
You can use AeroLeads to view verified contact signals for Neil Glaser at T-Mobile, including work email, phone, and LinkedIn data when available.
What schools did Neil Glaser attend?
Neil Glaser holds Bachelor Of Science - Bs, Accounting And Business/Management from University Of South Alabama.
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