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 Neiman Marcus is staffed correctly to handle the volumes as forecasted internally as well as outsourced.Responsibilities· Ensure 90 day rolling forecast is in place for the business and forecast for 180 days are trended for Capacity analysis. Work with all level of management in establishing the 90-day rolling forecast.· Consult with Ops Managers and other departments to better understand business influences.· Develop short-range call volume and staff forecasts based on Long range requirements and historical trends for business segments. Prepare forecast and staffing analysis based on actual call volumes and client forecast.· Accurately forecast Monthly & Weekly volumes based on historical information and known future changes to the business plans.· Analysis of work volumes and key planning assumptions, ensuring that staffing levels are always sufficient to meet peak demand and maintain performance.· Provide Operations Team with call volume and staffing projections on a weekly basis according to 30-60-90-day forecast.· Interpret and analyze information from historical data as well as marketing to project staffing requirements for new and existing businesses.· Assist in analysis of hiring requirements with respect to attrition; call demand, and business growth.· Turn volumes into accurate and meaningful FTE requirements and meaningful insight to WFM and Operations teams to achieve service levels· Measure and report performance versus actual proactively, and in a timely manner, to the business and Sr. Leadership

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 as forecasted internally as well as outsourced.Responsibilities· Ensure 90 day rolling forecast is in place for the business and forecast for 180 days are trended for Capacity analysis. Work with all level of management in establishing the 90-day rolling forecast.· Consult with Ops Managers and other departments to better understand business influences.· Develop short-range call volume and staff forecasts based on Long range requirements and historical trends for business segments. Prepare forecast and staffing analysis based on actual call volumes and client forecast.· Accurately forecast Monthly & Weekly volumes based on historical information and known future changes to the business plans.· Analysis of work volumes and key planning assumptions, ensuring that staffing levels are always sufficient to meet peak demand and maintain performance.· Provide Operations Team with call volume and staffing projections on a weekly basis according to 30-60-90-day forecast.· Interpret and analyze information from historical data as well as marketing to project staffing requirements for new and existing businesses.· Assist in analysis of hiring requirements with respect to attrition; call demand, and business growth.· Turn volumes into accurate and meaningful FTE requirements and meaningful insight to WFM and Operations teams to achieve service levels· Measure and report performance versus actual proactively, and in a timely manner, to the business and Sr. Leadership

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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.• Maintain an overtime budget with the goal of minimal usage.• Run monthly vacation audits to ensure that business and contractual needs are met.• Coordinate with other departments when scheduling training to ensure completion goals and service level metrics are met.• Expertly answer questions about NICE or be able to get the answers for the teams that I support.

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, Availability, First Call Resolution and Dollars Collected.• 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 in bad debt.• 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 compiling data and creating reports that showed the delinquency of accounts by dollar amount, which helped Financial Services decrease bad debt.• 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 mitigation, suspend forecast, and overtime solicitation. Scheduling and center policies.• Managed Family Medical Leave for impacted employees.• Created a process to track and forecast the suspension of customers that was used to determine when mandatory overtime was scheduled.• Was nominated for an Outstanding Service Provider award, which is a top reward at CenturyLink• Oversaw project for the Center’s conversion to Totalview IEX scheduling software. This project converted the system from self-key to automated feed which reduced errors.• Key member of the project team that converted the center from Convergence to Avaya ACD platform.• Was a WFM SME and trainer.

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

Education record

Business Administration