Tara Pearson Email & Phone Number

Phoenix, Az, Us

Charlotte, Nc, Us

Led the transition of Workforce Management (WFM) operations from a former company to a new/start-up organization; Manage a team of 10 WFM professionals responsible for Capacity Planning, Monthly Forecasting, Weekly Forecasting, Scheduling, Routing, and Real-Time Management.• Played a key role in the build and implementation of Genesys for call center & WFM.• Developed Capacity Plan and First Month forecast, using data from the previous company.• Foster strong relationships with vendors and internal stakeholders.• Documented WFM processes for WFM team and Agents.• Initiated and drove process improvements, including: • Implemented a PTO Bid system resulting in increased employee satisfaction. • Conducted HOOPs Analysis leading to enhanced customer satisfaction. • Achieved staffing efficiencies through consolidation of multiple queues, resulting in reduced expenses.

Milwaukee, Wisconsin, Us

Manage multi-location and remote teams, supporting multiple lines of business across multiple financial service call centers• Lead change through uniting and transforming workforce teams across merged businesses • Monitor and make informed business decisions to ensure appropriate staffing and best cost• Successful implementation contribution for Avaya to Genesys transition• Evaluate, triage and execute short term plans to meet business objectives• Mentor summer intern, providing a comprehensive overview of call center operations and support

Basking Ridge, Nj, Us

Achieved customer satisfaction by maximizing resources, increased productivity, met deadlines and goals; provided detailed and high level reporting to business partners• Provided ACD and workforce support for chat/email and call taking centers• Assisted with ACD changes and transitions• Authored executive level communications

Basking Ridge, Nj, Us

Oversaw and supervised team consisting of two supervisors and 14 analysts; enhanced performance by implementing and coordinating both strategic and tactical plans• Provided daily and real-time resource direction to area and outsource partners• Measured productivity and made recommendations for performance and process improvement• Communicated strategy and direction to team, partners and management

Basking Ridge, Nj, Us

Managed and developed team of 16 analysts, area and enterprise performance/KPIs• Analyzed work activities and recommended performance measures in support of business plan• Partnered with area and outsource partners to effectively maximize resources• Drove routing strategy at the center, area and enterprise level

Basking Ridge, Nj, Us

Hired and managed Operations Team; provided coaching and development daily• Built Hanover Operations Team handling Resource Management, Reporting, BSC Budget, Systems and Event Planning• Worked directly with Call Center Director, Customer Service Operations, Regional Sales, Area and National teams to ensure information accuracy, consistency and timeliness