Samuel Sims Jr. Email & Phone Number

Irving, TX

Irving, Texas, United States

Irving, Texas, United States

Responsible for effectively forecasting call volumes and Associates requirements to provide optimal staffing to support contractual goals. I am also the Team Manager (Supervisor) for the RTA Team.Define short and long-term call volume and staffing projections based on customer requirements and historical trends. Responsible for staffing levels and ensuring.

Irving, Texas

Responsible for effectively forecasting call volumes and Associates requirements to provide optimal staffing to support contractual goals. Define short and long-term call volume and staffing projections based on customer requirements and historical trends. Responsible for staffing levels and ensuring Neiman Marcus is staffed correctly to handle the volumes.

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Shreveport, Louisiana

• 11/2015- 1/31/2020CALL CENTER FORECASTER, CENTURYLINK
• Responsible for the generation of schedules for over 300 bargaining and non-bargaining employees located in 4 centers in 3 states, to ensure service level metrics are met.
• Distribute call forecasts by interval based on location’s percentage to headcount and performance including but not limited to: average call length, overhead, shrinkage and other factors.
• Use Erlang Models to analyze call trends by interval and staffing for deviations for future days to ensure required lines are met, creating reports for leadership when needed.
• Schedule trainings, lunches, breaks, and meetings weekly to ensure employee compliance and maintenance.
• Attend daily calls with the leadership of the department that I support and give input as needed and to gain information on current and future impacts to call volume.

Shreveport, Louisiana

• Supervised, coached, and supplied performance improvement plans to 22+ CFS inbound agents to enhance individual performance to meet department metric goals including Average Handle Time, Quality Assurance, Adherence.
• Selected by VP of Financial Services to supervise a special project to report and analyze payment arrangements to decrease bad debt and aging which led to a discovery of a system issue that was causing over $2 million.
• The project involved me listening to calls to gather details on payment arrangements and call quality. I also pulled payment arrangements that were set and created a report detailing each one. The reporting involved me.
• Received Management Certification.

• Supervised 2 direct reports who assisted in overseeing workforce management for a call center of 200 employees
• Monitored call queues for 200 agents handling 6000-7000 calls daily for schedule adherence and call length.
• Fielded scheduling and time adjustment questions from agents, supervisors, and managers, and occasionally created schedule rotations for some teams.
• Final decision maker for scheduled and unscheduled time off ensuring minimal impacts to Service Level.
• Maintained a close working relationship center leadership and direct and indirect leader, offering them solutions and process improvements to increase efficiencies and customer satisfaction with Service Level.
• Managed Family Medical Leave for impacted employees.

Associate Of Science (As), Business Administration And Management, General, B

Education record

Business Administration