Nolan Dickerson Email & Phone Number

Greater Atlanta Area

Enters data and information into the workforce management system. Initiates the schedule simulations used to create weekly schedules. Coordinates scheduling and adherence activities ensuring performance goals are met; maintains and modifies schedules. Supports activity scheduling including on/off call duties, training and meetings. Monitors and responds to requests for time off and shift swap. Monitors service level and adherence activities and provides updates/suggestions to management when areas of concern are identified. Coordinates intra-day adjustments. Prepares reports for management and workforce group. Responsible for monitoring the real-time effectiveness of the forecast and the execution of the scheduling plan. Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.

Greater Atlanta Area

- Monitors workforce activities and call center performance and identifyactions to take in order to assure service level goals are met.Enforces staff adherence to work schedules. Generates and deliversadherence/compliance reports to the management team.- Compares call forecasts with actual results to examine variances,proactively identify scheduling gaps and offer solutions to close them.Provides performance analysis to ensure accurate, timely reporting tosupport business processes, decision-making,- Completes performance analysis of daily and weekly results for thecall center.- Provides feedback to team leads about agent schedule adherence andcall queuing statistics.- Issues necessary statistics and reports to supervisors and staff.Analyzes data and makes recommendations for improvement.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.- Other duties and responsibilities as assigned.Summary:Responsible for providing support and input for the management of activities for Call Center Operations. Assists the various leaders and their management teams with call forecasting and organizational planning. Completes work assignments independently or with minimal supervision/guidance. Projects require problem resolution using standard policies and procedures.Acts as lead in teams and projects. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Greater Atlanta Area

Process all client requests for document retrieval received real time via email, fax or phone. Manage customer database. Achieve a quality assurance average of 90% on monthly audits. Resolve complex customer issues as required.

Greater Atlanta Area

Responsible for promoting and selling Comcast products and services that are both current and emerging. Promote and recommend Comcast products and services based on a logical relationship to the customer’s needs and interests.

Greater Atlanta Area

Provide call center support related to workforce operations. Responsible for schedule generation and posting weekly schedules for call center personnel based on the forecast. Interact with managers and representatives on various schedule and center related activities and issues. Update and maintain current information in IEX TotalView and Symposium. Also responsible for quarterly schedule bids, inputting vacation balances, future exceptions and updating agents on FMLA, LOA, and STD. Other responsibilities include creating and maintaining accurate records, preparing intraday reports, verifying information, forecasting, and resolving routine problems.