Steven Webb Email & Phone Number

Bethesda, Md, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Baltimore, Maryland, Us

Baltimore, Maryland, Us

• Managed the allocation of labor hours and sales plans to Under Armour’s fleet of stores across the US and Canada using the Empower workforce management software• Reported out on retail sales and payroll performance to draw key points of improvement to drive operational success• Calculated and funded labor hours for in store operations and projects such as markdowns, floors sets, relocations, and inventory• Calculated fleet bonus payouts using Under Armour’s sales and payroll criteria each quarter**Accomplishments**• Proposed and provided a cost estimate for a restructured bonus program that incentivized a tighter adherence to payroll plan while ensuring more teammates hit bonus and saving approximately $50k in payout for payroll over-spenders per quarter• Conducted a case study on the Ship-from-Store process from end-to-end to produce a unit based labor time standard for the fleet to receive adequate funding

Atlanta, Georgia, Us

• Working as a WFM team member to ensure that Greensky consistently meets SLA’s daily, monthly, and quarterly• Reports directly to high level officers daily with detailed emails on Customer Service performance• Tasked with opening cross-departmental lines of communication during Customer Service outages and communicating system issues to IT personnel• Collaborates with various departments to manage employee schedules to ensure proper staffing at various times of the day• Help agents manage their current schedules, future schedules, PTO, and behavioral habits that effect KPI’s related to WFM• Studies call volume trends to proactively conceptualize events using Interactive Intelligence (I.N.I.N.), Microsoft excel, Verint, Incontact, and other WFM tools• Ad Hoc data analysis to help Management make business decisions **Accomplishments**• Assisted with the migration of Interactive Intelligence cloud telephony system; including building and training management on viewing queues, service levels, and agent states• Created a standardized template for reporting metrics to upper management using data from I.N.I.N. telephony system; also created a detailed step-action process for other managers to reproduce the report• Created a spreadsheet for an intra-day interval forecasting model for managers to visualize and adjust current and future staffing, AHT, and call curves• Built a scoring pivot table for managers to access and coach daily performance• Received a certificate of excellence and bonus for outstanding performance and lasting contribution on March 5, 2016

Bachelor'S Degree, Public Relations, Advertising, And Applied Communication

Education record