Rob Ritter Email & Phone Number

IT Analyst/Project Manager 2/Central Division – Responsibilities include:• Project Manager for the Central Division’s eWFM rollout• Building Central Division’s eWFM design and importing employees.• Managing eWFM daily functions such as access and performance.• First level of eWFM technical support and primary contact for Aspect.Forecasting/Operations Analyst – Responsibilities include:• eWFM admin for former Eastern Division• Project Manager for consolidation of 4 regions and 2 separate ACDs onto one eWFM instance.• Maintaining eWFM data integrity for 5000 employees.• Maintaining monthly headcount.• Managed all eWFM data.• Maintained a rolling 10 day interval report for senior management that detailed staffing as well as overtime needs.Workforce Analyst –Responsibilities include:• Entering real time exceptions into eWFM. • Managing employees in both Aspect and Cisco. • Maintaining daily and monthly reports for senior management as well as daily reports for floor support. • Setting up RTA - Real Time Adherence for all levels of management as well as training new users on the database.• Processing Shift Realignments and Voluntary Schedule Changes. • Maintaining all schedule changes, both permanent and temporary, in eWFM Official and Trial Schedules. • Maintaining Outsourcer interval staffing reports for 7 call centers. • Producing team leader incentive based reports on a monthly and quarterly basis. Tier 1 Phone Agent – Responsibilities include:• Trouble shoot incoming phone calls concerning High Speed Data issues. • Worked with customers concerning their home computers and Comcast software.

Operations Center - Responsibilities include:• Responsible for maintaining and reporting interval staffing, as well as reporting system issues. • Updating employee’s scheduling information. • Responsible for the move of 2000 employees from one site to another. This included assigning parking and security access based upon job level.MIS Analyst – Responsibilities include:• Worked system failures for nine call centers across the country.• Ran systems that supplied work to Correspondence and Chargeback departments. • Maintained and analyzed data for programmers as well as supplied information for agent training.