Sam Hurst Email & Phone Number

Canton, IL, US

Milwaukee, Wisconsin, United States

Milwaukee, Wisconsin, United States

Remote

• Managed team of 7 schedulers who scheduled for 5,500 experts across multiple US locations, South America and Philippines to meet strategic efficiency goals by optimizing work schedules to best match workload.
• Led team responsible for short term forecasting (inbound, outbound, messaging volume), shrink, AHT and responsible for future coach hiring planning.
• Supported Senior Leaders and long-term WFM planning team to create and implement plans tied to workforce initiatives.
• Managed Alvaria upgrades, new product builds and rolled out new functionalities for the business supporting more than 12,000 users.
• Served as WFM owner and collaborated closely with Change Management, Sr leaders within Operations, HR, Payroll, etc. to stand up new processes and client/site launches.
• Produced ad-hoc reports to Operations team as requested.

Remote

• Managed a team of 4 schedulers. Scheduled for 4,000 experts across multiple sites.
• Collaborated with Aspect and Intradiem vendors to build/roll out new workforce management capabilities to automate scheduling processes and use avail time to upskill expert population.
• Served as WFM owner and collaborated closely with Change Management team and Sr leaders within Operations, HR, Payroll, etc. to stand up new processes and client launches

Remote

• Supervised a team of 3 schedulers responsible for 2,500 experts across multiple US based sites. Team was responsible for short term forecasting, scheduling, shift bidding, mini bidding, new hire imports, cross.
• Documented requirements, collaborated in design and UAT Aspect product enhancements.

Remote

Scheduled for ~1,000 experts across multiple lines of business in several US sites. Imported new hires, communicated training and production schedules.Two times per year shift bids.Short term forecastingPlanned training and other offline times when best for Service Levels while meeting completion deadlines.

Peoria, Illinois Area

• Managed a team of 5 Real Time Analysts.
• Created staffing solutions to efficiently and effectively balance service and cost.
• Generated inbound, outbound and non phone forecasts and created schedules for contact center employees to best match employee preferences along with forecasted workload.
• Used statistical data to proactively identify risks & opportunities.
• Collaborated with peers and other departments to develop and implement solutions for identified risks & opportunities.
• Maintained staffing and headcount records and developed hiring plans for long/short range planning

• Managed a team of 10 Real Time Analysts.
• Identified & took action on areas of concern in contact center patterns and developed risk mitigation strategies.
• Provided statistical analysis of actual/projected call center performance.
• Partnered with leadership team to develop effective & efficient processes that supported the management of the operations team.
• Maintained workforce policies and procedures and communicated to Real Time Management staff and Operations leadership team.
• Managed team of Real Time Assistants and Real Time Specialists to assure intra-day management was as efficient as possible. This included monitoring RTA application to assure schedule adherence, monitoring real time.

• Managed a team of 25-30 Customer Service Representatives.
• In May 2007 I was a Service Excellence Award finalist for ideas I had to make HGS more efficient.
• In April 2010, received a President’s Award for my role as Project Manager for developing a CRM solution for Toshiba.
• Coached and developed employees to achieve team goals.
• Managed employee performance thru coaching, reward, recognition activities and merit/performance reviews.
• Achieved business goals by effectively analyzing and acting on reported data.

• Coached and developed Telephone Sales Representatives to achieve team sales/quality goals that support business strategies and objectives.
• Monitored and managed employee performance thru coaching, reward and recognition activities and merit/performance reviews.
• Provided operational expertise in achieving business goals by effectively analyzing and acting on reported data.
• Developed daily and weekly action Plans to address individual performance in relationship to team performance.
• Handled escalated customer calls.

Computer Added Design, Computer Aided Design

Education record