Rebecca Wright Email & Phone Number

Indianapolis, In, Us

• Working closely with various departments to stay informed about pending or current activities that may change the volume trends or staffing needs.• Automated overtime, holiday sign-ups, trading, and self-scheduling process.• Reporting and data management around scheduling and forecasting.• Forecasting variance for 6 months is -0.5%.• Reduced staffing costs for weekends by 33%.• Providing support and recommendations for the Contact Center.• Creating policies, processes, and goals for the contact center overall.• Creating, maintaining, and implementing Shift bidding and schedule design.

• Working closely with various departments to stay informed about pending or current activities that may change the volume trends or staffing needs.• Automated overtime, holiday sign-ups, trading, and self-scheduling process.• Reporting and data management around scheduling and forecasting.• Forecasting variance for 6 months is -0.5%.• Reduced staffing costs for weekends by 33%.• Providing support and recommendations for the Contact Center.• Creating policies, processes, and goals for the contact center overall.• Creating, maintaining, and implementing Shift bidding and schedule design.

• Collaborating with various departments to understand ongoing activities that may impact volume trends, arrival patterns, or staffing needs. In addition, working closely with schedulers and real-time analysis to stay updated on daily results.• Managing reports and data related to forecasting.• Holiday planning for multiple departments. • Capacity planning for short- and long-term forecasting includes staffing requirements, a breakdown of shrinkage, and tracking of attrition.• Developing policies, processes, and guidelines for the workforce department, utilizing best practices.• Launching and maintaining our Time Off Manager tool within the workforce tool. • Implementing mid-day reports for the operations department.• Establishing and managing schedules for huddles, one-on-one meetings, and team meetings.

Indiana, United States

• Working closely with various departments to stay informed about pending or current activities that may change the volume trends or staffing needs.• Reporting and data management around scheduling and forecasting.• Monitoring and reviewing projections based on current staffing with business goals and requirements.• Providing support and recommendations for client facing department.

Indiana, United States

• Managed applicant hiring process, including interviews and final selections.• Provided training to all incoming call center professionals including starting a satellite call center. • Completed Forecasting and Publishing for Call Center professionals weekly.• Provided continuous education on new polices and best practices. • Monitored call data, employee compliance with scheduling, and minimizing downtime. • Investigated and escalated customer issues/ concerns. • Managed all purchasing for the INDOT communication department including office supplies/ furniture, graphics materials/ equipment, and software.

Indiana, United States

• Managed daily responsibility for a team of 15-18 professionals.• Monitored Calls and provided coaching for each professional. • Assisted with payroll by checking status daily for each professional and approving payroll• Lead Team Meetings• Trained new professionals• Investigated and escalated customer issues/ concerns.