• Responsible for management of Workforce Management, Time and Attendance and Reporting Teams for Customer Experience.• Scheduling and labor forecasting.• Resource allocation.• Performance monitoring.• Reporting and analytics

• Promotion from previous role due to department merger. • Additional responsibilities from previous role include an increase of team members and an increase in departments being supported.• Developed team by guiding cross training amongst team members and growth through utilizing reporting tools, Alteryx and Tableau, for report automation.

• Supervisor for Reporting & Analytics team specializing in contact center metrics.• Subject matter expert for the Workforce Management application NICE IEX.• Responsible for short-term and long-term forecasting plans for both phones and back office groups.• Project management of report requests received for development by the Reporting & Analytics team.

• Incoming contact center forecasting.• Staffing projections and staffing analysis.• Strategic planning.• Real-time monitoring of incoming call center call volume.• Project management.• Process improvement.

• Team Lead for Mortgage Workforce Management Team.• Daily supervision of Workforce Team.• Analyzing and interpreting call center statistics.• Strategic planning.

• Workforce Management team member managing multiple sites consisting of 2,000 employees between 4 sites.• Real-time management of phone queues.• Reporting and presentation of call center statistics.

• Coaching current and new employees.• Manage escalated issues regarding legal documentation served upon the bank.• Coordinating with internal and external legal counsel to resolve issues and request.• Organized cross training with employees to help develop and deepen analyst skills.

• Process legal documentation served upon the bank.• Preventing loss to Chase by reviewing legal documentation and taking appropriate action.• Assisted in the training of new employees with legal guidelines and banking regulations.