Scott Amsterdam work email
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Scott Amsterdam personal email
Results driven Operations leader with 25+ years of progressive experience in all aspects of call center management. Skilled in building, developing and leading multi-functional teams including but not limited to CSRs, workforce management, training, quality, and vendor management. Strong client relationship management, service delivery, process improvement, KPI obtainment, and project management. • Call Center Technology• Transformation / Process• Reporting and Analytics• Startup Experience• Contingent WFM• Employee Development• Customer Support• Vendor Management• Capacity Planning
Looking For My Next Career Move
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Operations ExecutiveLooking For My Next Career Move Apr 2024 - Present25 Year BPO veteran looking an Executive level posistion.
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Director Of Wfm And ProductivityAppen Nov 2023 - Apr 2024Kirkland, Washington, UsLed a high performance Global WFM team who performed demand/capacity planning, intraday management, process improvement, real time analytics, workload planning and reporting / analytics.• Established standardized WFM methodologies and processes.• Worked with Sourcing Team to improve the staffing needs in a GIG environment.• Active contributor in several automation projects including Salesforce integration and process. • Designed and managed weekly WBR performance reporting. • Created and implemented a multi-layer Demand / Capacity staffing model and process.• Worked with Sourcing Team to ensure staffing needs in a GIG environment.• Transformed the team to Standard BPO WFM model• Active contributor in several automation projects including Salesforce integration and automation and standardization of performance and productivity reporting• SME on several Client facing escalations providing corrective solutions., and process improvements to prevent repeats issues.• Created a multi-layer Demand / Capacity staffing model and process -
Vice President, Workforce Planning & Operations (Wfm)Elevate K-12 Jun 2022 - Jun 2023Chicago, Illinois, UsBuilt a WFM operations team including demand/capacity planning, hiring plans, intraday management, continual process improvement, work allocation, teacher certification, real time analytics, detailed WBR and KPI reporting, and documentation.• Developed and implemented a demand planning model resulting in 50% increase in staffing levels.• Created process documentation and SOPs for all WFM functions. • Managed the vendor relationship of an outsourced back-office team.• Created and supported a Microsoft SharePoint Site• Lead two software implementation/upgrade projects (Microsoft Dynamics 365 and Salesforce) -
Director, Resource Planning / Global Workforce ManagementOnprocess Technology May 2015 - Feb 2022Boston, Massachusetts, UsLed a global WFM team specializing in omni channel volume forecasting, demand capacity planning for over 1,800 agents, developed hiring plans, vendor management with $2M budget, intraday & real-time analytics, improved contact strategies (Dialer and Inbound), digital transformational automation, and business intelligence & KPI reporting. This included managing a $2.5M annual budget.• Developed a strategic vision for GWFM focused on achieving results through “digital transformation” initiatives including interactive IVR, contact strategies and reporting.• Designed and implemented staffing models that drove flexibility to deliver strong service levels combined with a lower cost to service.• Developed and documented standards, policies, processes, and business rules around workforce management for a multi-site environment. Project team member in the shift to a” work from home” delivery model internationally. -
Senior Manager Of Global Business AnalyticsOnprocess Technology Mar 2010 - May 2015Boston, Massachusetts, UsLed a team of five that managed the corporate $ 70M+ revenue forecast, vendor management, client invoicing, credit processing, demand planning, and gross profit reporting. This included managing a $250K budget
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Senior Manager Of Data OperationsOnprocess Technology Jan 2008 - Mar 2010Boston, Massachusetts, UsLed a team of 10 analysts responsible for importing client data into the company’s systems of record. Established QA and reconciliation, and data Analytics. Established a vendor Management team.
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Senior Production ManagerOnprocess Technology Sep 2004 - Jan 2008Boston, Massachusetts, UsLed two onsite and one outsourced call centers with 400+ customer service agents performing multi-faceted customer support, triage, troubleshooting, and market research surveys. Ownership of client relationships, process improvement, QBR delivery and weekly executive level reporting.
Scott Amsterdam Skills
Scott Amsterdam Education Details
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Clark University
Frequently Asked Questions about Scott Amsterdam
What company does Scott Amsterdam work for?
Scott Amsterdam works for Looking For My Next Career Move
What is Scott Amsterdam's role at the current company?
Scott Amsterdam's current role is Results Driven Thought-Leader| Workforce Management | Contact Center Management | Building Performance Teams | Vendor Management | Process Improvement | Proven excellence in BPO leadership & Operations..
What is Scott Amsterdam's email address?
Scott Amsterdam's email address is sa****@****ess.com
What schools did Scott Amsterdam attend?
Scott Amsterdam attended Clark University.
What skills is Scott Amsterdam known for?
Scott Amsterdam has skills like Management, Program Management, Six Sigma, Process Improvement, Leadership, Vendor Management, Cross Functional Team Leadership, Business Process Improvement, Business Process, Forecasting, Training, Customer Service.
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