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.
• 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%

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.
• 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.
• 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.
• 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