Nicole Bolin Email & Phone Number

Burr Ridge, Il

Oversee all activities related to Workforce Management, Contract Management, Service and Performance Delivery for McGraw-Hill Education. Responsible for providing service provider with the call, email and chat forecast. Responsible for managing statistical and Oversee all activities related to Workforce Management, Contract Management, Service and Performance Delivery for McGraw-Hill Education Responsible for providing service provider with the call, email and chat forecast. Responsible for managing statistical and reporting data. Responsible for partnering with finance to create the budget. Manage the Verizon Cloud call allocation between McGraw-Hill and service provider. Responsible for managing the phone tree and support site messaging. Manage all of the on and off boarding activities of MHE and service provider staff accounts and access. Responsible for communication and distribution of service performance and trends such as the corporate dashboard, call center and agent scorecard, cost per contact and SLA’s. Responsible for Monitoring, Analyzing and reporting on call center trends. Responsible for all activities associated with Voice of the Customer survey. Ensure that service providers are adhering to the contract agreements including SOW and SOP’s. Oversee all activities and reporting to ensure service provider is meeting contract obligations. Manage service provider invoicing. Responsible for Kronos payroll processing. Manage the scheduling and forecasting for in house lines of business. Oversee all service level and metrics with service provider. Partner with MHE and Service provider to identify areas of improvement to technology and services. Responsible for all technology related activities, integration and implementation for contact centers. Responsible for creating and managing all Sales Force defects logged in Quality Center. Partner with service provider to identify areas of improvement to technology and services.

Burr Ridge, Il

Managed Scheduling and Forecasting for a 300 plus seat call center. Responsible for the yearly forecast and staffing ramp up plan for the call center budget, partnering with Finance and the Director of the Call Center. Partnered with the Leadership team to develop the agent ranking metrics for shift bidding. Implemented the shift bidding process. Conducted Analyzed trends and call arrival patterns daily. Assisted with the implementation of the Virtual Agent (work at home) program. Introduced the call center to dynamic work patterns allowing more flexibility and coverage during peak hours. Conducted a weekly re-forecast based on current trends or planned events to tighten up the staffing requirements. Managed the “Green Time” program to reduce costs during our non-peak seasons, eliminating overstaffing and help drive down high Service Levels. Managed the onboarding and off boarding.Determined the required staffing adjustments for our non-peak season. Manage overstaffing with off-boarding poor performance, reduced part-time schedules, Siesta option which is one to three months off without pay and split shifts. Identified staffing shortages; manage with dual skilling, schedule adjustments and overtime. Managed and approve all time off requests. Responsible for securing all overtime volunteers. Monitored agent productivity through Sales Force. Identified the case goal for agents working on self-service cases.Determined the appropriate time to schedule all offline events such as training and meetings. Managed the call-in line. Adjusted the daily schedules, such as breaks and off-line events based on absenteeism. Managed and approve all schedule changes, swaps. Analyzed Shrinkage data identify areas of non-productive time that could be minimized or eliminated. Monitored real-time operations such as AHT, AUX usage, abandoned rate, SLA, skilling opportunity and trends.