Rob Archambault Email & Phone Number

Ewing, New Jersey, United States

Provided daily, weekly and monthly; volume, AHT and daily interval staffing requirements for internal and external call centers. Accuracy of these forecasts supported budgeted, productivity/KPI targets and regulated service level targets. • Avoided bargained agreement penalties (100k’s) with minimal overtime from effective planning with percent retention of call volumes in the bargained call centers versus the contracted call centers. • Built an interactive Excel spreadsheet used in planning daily, weekly and monthly interval breakout of calls and staffing for the upcoming year• Saved over 1 million dollars in agent expenses for one month as the point of contact in aggressively pursuing unpaid time off without missing Service Level and KPI targets• Received Excellence Award for increasing productivity by implementing National Call Routing in the bargained for and contracted call centers.• Top performer year over year meeting forecast accuracy objectives within +/- 3% • Recognized and awarded for unsolicited Teamwork and assistance in a dual role helping the team during a 3 to 5-month management transition• Subject Matter Expert (SME) on daily planning calls to address coverage, overtime need, surplus opportunities and KPI impacts and strategies with peer teams and internal/external contact center management• Successfully partnered with training team to consistently meet monthly objectives in the internal/external call centers addressed when training implemented

Lansdowne, Pennsylvania

Managed 6-8 bargained for employees, providing regional support to the internal bargained for and external contracted contact centers. Support consisted of call routing, staffing needs, agent schedules and targeted metrics tracking. • Leading performer - balancing call center performance in planning and daily call routing operations • Recognized Team player with daily metrics within and outside normal operation hours clearly identifying dedication and a positive attitude during difficult times • Promoted to Senior Manager within the group when the opportunity presented itself without hesitation by Executive team

Wilmington, Delaware

Managed 28 bargained for employees, providing guidance to customer service behaviors and productivity measures in the contact center. Handled customer escalations, daily.• Focus and ability to produce positive results moved me into a permanent role as the Supervisor in the call center within 3 months • Recognized for the rapport and leadership shown and respected from the call center representatives in such a short time • Success in this newly promoted position as a Supervisor resulted in being transferred back to old department as a Supervisor to address the lack of experience in the Supervisor role for Workforce Planning Team

Lansdowne, Pennsylvania

Handled customer directory assistance requests for 3 years then moved into a technical repair center support role for copper telephone service issues. Worked offline as an Associate handling local workforce management tasks • Customer Satisfaction• Boosted productivity by maintaining strong call control and quickly working through customer’s requests/problems. Educated clients on how to navigate company systems and work within established frameworks to obtain desired services. Delivered fast, friendly and knowledgeable service for routine questions and service complaints Reviewed customer data to assess current issues and determine potential solutions while in the workforce planning and analysis role• Achieved above satisfactory results in service the customer that eventually led me into additional roles as an Associate before being promoted to Supervisor of a contact center

Upper Darby, Pennsylvania

Master Of Management, 3.46

Bachelor, Management Of Information Systems, 3.32