Sean Harris Email & Phone Number

Remote

Ensure call center closing procedure is carried outAct as a point of contact for the operations on IT / network team conference calls as requiredMonitor real time call volume to identify trendsPerform call routing strategy changes in order to meet call center volume needs.Escalate call center issues to support teamsSet up of Client call routing strategies and experiences such as configure Client Greeting Messages, Client Pods and agent group overflows.Active Directory management of agent roles and permissionsAdapt to new call system tools in order to improve client and participant satisfactionAssist other team member’s workloadGenerate reports to audit account and call routing configurations are as designed

Illinois, United States

Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied.• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.• Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month.• Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time.• Review and approve agent time off and schedule change requests.• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.

Maryland, United States

Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.Analyze reports and query database from CCMA, agent attendance line and WFM Software. Determine Agent Adherence to schedule and agent performance.Create and design Ad hoc reports for data pertaining to agent scheduling, call volumes, Web Chat Volume, Agent -Performance Metrics.Maintain production data and review of staff plan hours for accuracy to optimize efficiency.Analyze, determine and communicate work/training schedules for agents to operations management.Identify and determine required staff based upon deviation reports and make recommendations for improvements - --Recommend improvements in project performance based on analysis of Forecast to Actuals.Determine, document and escalate concerns on agent performance to management.Skillset management of agents as instructed by operations leadership or management including availability of agent to queue vs skillset and call back assignments.Provision Agents within business systems to create optimal project performance and make recommendations for improvement.Manage real time monitoring of agents and notification of unscheduled agents activities and adherence.Take action on operation items escalated by Junior WFM Analysts.

Hanover, Md

Managed and direct changes to vendor scheduling.Ensured all scheduling policies/procedures and guidelines are being adhered to by our outsourcing partners.Reviewed and approve IEX calling patterns before scheduling bidding occurs.Make decisions on adding and removing appropriate shifts to balance internal and vendor staffing patterns.Managed the development of shift bids and offline scheduling of all pre-planned activities and the monitoring of intra-day forecasts. Audited IEX for AHT, Call volume, and Abandoned call information to ensure accuracy in reportingDetermine whether or not to change call patterns based on the most up to date call trend informationPartner with vendor call center leaders to ensure cohesive execution of all pre-planned activities and to work through individual scheduling concerns.

Hanover, Md

Monitor Service Level for Customer Service and Technical Support Teams across the enterprise.Manipulate IEX to reflect up to date changes to employee schedule. Complete various scheduling related requests via Work Flow Manager, Inbound calls, and EMS .Partner with leadership to provide insight regarding individual and team performance.Audit schedules to maintain accuracy in scheduling.Facilitate classes to educate internal customers about policy and procedures related to PTO management.

Laurel, Md

Promote the efficient use of staffing resources on a daily basis.Provide accurate real time tracking of exceptions and data.Prepare schedules for our Customer Service Contact and Outsourcer Centers, to ensure that we are meeting our business and employee needs.Assist in managing the staffing, scheduling, adherence, statistics and forecasting for our Customer Service Contact and Outsource Centers.Responsible for assisting in scheduling specialists, and for assisting in developing, managing, implementing the scheduling of all hours of operation to assure proper phone coverage. Review and recommend changes for the NE Area schedules and shrinkage to the Center Ops Managers and Directors.Produce daily and monthly reports for management regarding center, departmental and individual statistics.

Laurel, Md

Listen and respond appropriately in all interactions with customers, work to establish rapport with customers while performing the full range of customer service and technical support functionsUtilize expert negotiation and problem solving skills to resolve complex and non-routine customer concerns.Applies exceptional knowledge of all VZW operating systems, online tools and troubleshooting on all calls that require technical assistance. Ability to provide Tier 1 Troubleshooting support to customers.Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension.

Laurel, Md

Pro-actively worked to resolve customer issues completely and independently, works to retain customer on calls and minimize call forwarding to other departments / representatives where possibleEmpathizes and acknowledges customer to create trust and partnershipEfficiently utilize tools and resources on every call to make effective recommendations to customers.