Ryan Phillabaum Email & Phone Number

• Manage team of direct reports helping them balance workload and goals while coaching them in their personal growth both in their career and overall development.
• Oversee global staff planning activities across multiple vendor relationships and contact channels fostering cross-functional collaboration to address gaps.
• Oversee scheduling matrices to ensure service level goals and financially impacting goals are achieved using forward-looking projections and historical information.
• Closely partner with Business Intelligence and Operations to have a comprehensive analysis of call patterns, intra- and inter-day activities, and provide guidance as needed in real time to ensure optimal productivity.
• Partner with Workforce Forecasting Team to ensure current trends are considered for forward looking forecasts, proper up-skilling/cross-skill training is planned, and overall operations is balanced based on needs.
• Review current performance to historical trends for changes, then proactively communicate relevant findings to key stakeholders for action.

Norwalk, CT

• Workforce Planning –
• Oversee global staff planning activities across multiple vendor relationships and contact channels fostering cross-functional collaboration to address gaps.
• Closely interface with external partners to ensure comprehensive analysis of call patterns, intra- and inter-day activities, and provide guidance as needed in real time to ensure optimal productivity and.
• Leverage cross-company data to produce contact volume forecasts for multiple lines of business and workgroups.
• Maintain forecasting models to account for changes within the business to maintain high levels of forecasting accuracy.
• Oversee scheduling matrices to ensure service level goals and financially impacting goals are achieved using forward-looking projections and historical information.Contact Center Operations –

Norwalk, CT

• Management of Priceline.com employees and outsourced specialist
• Compile daily statistical information regarding contact centers performance
• Reporting liaison for Contact Center Management and Product Care
• Monthly Contact and Cancellation Trend Reviews
• Center Staffing Forecasts for overall contact volume and hours for a global workforce
• Monthly Invoice and Accrual processing

Norwalk, CT

• Contact Center Management
• Compile Daily Statistical information regarding Contact Centers, improving overall accuracy in many key areas.
• Overall contact trend analysis
• Center Staffing Forecasts for overall contact volume and hours
• Quality Assurance Subject Matter Expert
• Agent Suggestion Box Reviewer

Norwalk, CT

• Contact center management
• Oversee Sales Chat and Phone agent performance
• Management of important sales related KPI's in regards to contact center and overall conversion
• Improved agent conversion rates by 33%
• Quality assurance subject matter expert
• Agent suggestion box reviewer

Norwalk, CT

• Agent Script Content Updates and Policy Changes
• Agent Suggestion Box Process Owner and Suggestion Reviewer
• Quality Assurance Subject Matter Expert
• Voice of the Customer Survey Review and Analysis
• Monthly Customer Contact Reviews
• Website FAQ Author for Air