Scott Amsterdam Email & Phone Number

25 Year BPO veteran looking an Executive level posistion.

Kirkland, Washington, Us

Led 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

Chicago, Illinois, Us

Built 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)

Boston, Massachusetts, Us

Led 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.

Boston, Massachusetts, Us

Led 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

Boston, Massachusetts, Us

Led 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.

Boston, Massachusetts, Us

Led 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.