Robert Edsall Email and Phone Number

Responsible for analyzing call volume and back office work trends, preparing forecasts, and providing scheduling recommendations.• Develop and maintain a comprehensive forecasting and scheduling model• Utilize Aspect Workforce Management software to forecast call volume and back office work, create staffing requirements, and generate work schedules• Determine yearly, monthly, daily, and intra-day staffing requirements by gathering data on contact center statistics, marketing… Show more Responsible for analyzing call volume and back office work trends, preparing forecasts, and providing scheduling recommendations.• Develop and maintain a comprehensive forecasting and scheduling model• Utilize Aspect Workforce Management software to forecast call volume and back office work, create staffing requirements, and generate work schedules• Determine yearly, monthly, daily, and intra-day staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.• Coordinate and facilitate collaboration with leadership, marketing, technical operations, human resources, finance, information technology and others to capture forecast and staff impacting activities• Manage forecast results by providing feedback, input, and reporting to leadership to develop a scientific and accurate forecasting methodology• Align call and back office work demand with agent supply to achieve key performance objectives• Provide long-term forecasts to management in support of future strategic initiatives• Conduct workforce simulations to provide advice regarding the impact of business strategies Show less

Provided workforce management support to multi-site contact centers. The operation supported internal account executives by providing Inbound and Outbound phone support as well as back office transaction processing of Salesforce case queues.• Successfully oversaw the start-up of a Workforce Management implementation supporting a multi-channel, multi-site contact center• Established capacity planning and forecasting strategies for both inbound phone queues as well as back office… Show more Provided workforce management support to multi-site contact centers. The operation supported internal account executives by providing Inbound and Outbound phone support as well as back office transaction processing of Salesforce case queues.• Successfully oversaw the start-up of a Workforce Management implementation supporting a multi-channel, multi-site contact center• Established capacity planning and forecasting strategies for both inbound phone queues as well as back office support• Developed and administered shift bids that improved employee satisfaction and contact center efficiency• Developed a comprehensive scheduling plan to coordinate all off-line activity, including team meetings, supervisor coaching sessions and training• Managed benefit time accrual accounts and established thresholds for both scheduled and unscheduled absences• Analyzed data, then developed and implemented strategies for optimal performance• Developed custom Avaya CMS reports via the Report Designer interface• Developed and deployed detailed reporting of key performance indicators• Delivered executive level weekly business performance reviews• Maintained the Aspect eWFM database Show less

• Administration of schedule adherence through utilization of workforce management software• Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity• Monitor real-time adherence and call statistics and communicate with all levels of management to ensure on-phone and off-phone activity is managed efficiently throughout the day• Monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect… Show more • Administration of schedule adherence through utilization of workforce management software• Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity• Monitor real-time adherence and call statistics and communicate with all levels of management to ensure on-phone and off-phone activity is managed efficiently throughout the day• Monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect eWFM (absence, tardiness, meetings, overtime, etc.)• Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to all members of management• Forecast potential over-staffing/under-staffing conditions; adjust real-time staffing based on call center needs• Developed custom reporting solutions for call center management through automation of Microsoft Excel and scripting of Avaya CMS Show less