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.

• 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.
• 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.
• 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

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.