Sean Smith Email & Phone Number

Intuit, 6884 Sierra Center Drive, Reno Nv 89511

Reno, Nevada Area

Ensure the workforce staffing needs for COE Service Center locations are balance and meet business requirements. The Workforce Analyst will work with Service Center Directors/Managers to insure that the workforce is properly flexed across the various business units to meet the demands of the business cycles. Additionally, the Workforce Analyst will audit and monitor the quality of calls and work processes to insure that the COE is meeting the standard of excellence required by its business partners.

• Analyze and manage daily, real-time workload requirements for Reservations call center volume and handle real-time trends. Administer work rules and respond to the needs of front line employees• Monitor eWorkforce Management (eWFM) / Real Time Adherence to manage real- time operational needs and adjust staffing requirements as necessary. • Acting manager as required in absence of call center manager during major weather event. Addressed agent and supervisor transport issues due to road closure. Communicated local recommendations to department director to ensure all matters were handled in timely fashion.• Mandatory Overtime Coordinator – During 3 separate sessions, organized, scheduled and maintained records for all agents’ overtime according to CWA/IBT contract. Articulated the requirements of overtime to each agent, handling personal issues such as health concerns, FMLA, etc. as necessary. Created new forms for agent advisement to ensure that schedules were communicated efficiently. • Implement operational plans, policies and procedures as required based on analysis to maximize operational efficient • Utilize Total Recall reporting to review and analyze office statistics and optimize daily performance • Communicate operational performance to Reservations management and provide local staff recommendations to improve operational performance. • Monitor reservations technical systems and report issues • Maintain employee databases – Automated Call Distributor, eWFM, Enterprise Administrator • Scheduled and ad hoc reporting as required • Act as subject matter expert for contract issues (CWA/IBT CBA). Developed a working relationship with local union leadership, helping to reduce grievances year over year.• Point of contact and implementation of local emergency procedures.

Monitors and coaching sessions. Tracking all attendance.Issuing any progressive counseling’s, and special coaching.Issuance and, follow up on extended coaching plans for AHT, Compliance, customer service which needed to be tailored to a specific agent.Monthly tracking, counseling, and coaching on AHT, Compliance and other performance metrics including twice monthly stats to agents with notes. Providing information/coaching for agents on all of their performance standards. Processing of all Voluntary and Involuntary Terminations. Floor walking as necessary due to operational need.Following up on and/or communicating all new information on systems, procedures, company changes to all agents.Being available through flexible scheduling to all agents as much as possible to cover their varying schedules to ensure that they had good opportunities for specific questions or needs they may have.Providing 1 on 1 feedback to agents at minimum once monthly (besides standard monitors) on all job related issues.Advising and assisting agents for other specific needs such as medical leaves, bereavement leaves and travel etc.Recurrent Trainings/ Training Department InterfaceResponsible with the rest of the management team for briefings, team meetings, and other means necessary to keep floor agents apprised of the latest developments with systems, and other job related information. Interfaced with RNO Training Supervisor on certain aspects of Training and Recurrent Training related to re-alignment to Preferred center. Tracking of Team completion rates for CBT’s and other recurrent trainings