Tate Burton Email & Phone Number

Spanish Fork, Ut, Us

Orem, Utah, United States

This role is responsible for monitoring and optimizing call center performance by analyzing real-time data, ensuring adherence to Service Level Agreements (SLAs), and generating performance reports with actionable insights. Key duties include forecasting, scheduling, staffing adjustments, and collaborating with cross-functional teams to align operations with business goals. The role also involves tracking adherence and attendance, driving process improvements, and managing monthly projects to enhance overall efficiency and performance. Responsibilities include: - Monitor and analyze real-time call center performance to optimize efficiency and service levels.- Generate performance reports and provide actionable recommendations for continuous improvement.- Collaborate with the WFM team and call center stakeholders to ensure Service Level Agreements (SLAs) are met.- Schedule breaks, time off, and make adjustments to optimize staffing and performance.- Develop and utilize a comprehensive understanding of call center business processes, systems, and applications.- Partner with cross-functional departments to align call center operations with business needs.- Contribute to the development and implementation of process improvements within Workforce Management.- Create and manage forecasts and schedules to meet SLAs and project demands.- Compile and distribute performance reports and track adherence and attendance for evaluations.- Complete 4 new tools, processes, or analytics monthly, ensuring they align with departmental goals.- Run 6-week call volume forecasts regularly and at least twice per quarter.

Orem, Utah, United States

- Develop and implement workforce planning strategies to ensure adequate staffing levels to meet operational demands while optimizing labor costs.- Collaborate with department managers and team leaders to understand business priorities, operational requirements, and staffing preferences.- Optimize employee schedules to balance workload distribution, minimize overtime, and maximize productivity.- Monitor and analyze key performance metrics, such as schedule adherence, service levels, and occupancy rates, to identify opportunities for improvement.- Implement process improvements and best practices to streamline workforce management processes and enhance efficiency.- Provide training and support to managers and staff on workforce management tools, processes, and best practices.- Generate reports and dashboards to communicate workforce performance metrics and trends to executives.

Orem, Utah, United States

- Oversee day-to-day fulfillment operations, ensuring that jobs scheduled are completed.- Lead a team of 5 agents, providing coaching, training, and performance feedback to ensure high productivity and service quality.- Develop and implement efficient workflows and standard operating procedures to streamline fulfillment processes and improve operational efficiency.- Monitor key performance indicators (KPIs) and metrics to track performance, identify areas for improvement, and drive continuous optimization.- Collaborate with other departments, such as field operations and inside sales, to ensure seamless coordination and delivery of services.- Ensure compliance with company policies, industry regulations, and safety standards.- Track historical data and recognize trends in fulfillment percentage and other factors.

Provo, Utah, United States

- Responsible for creating and submitting permit applications for various jurisdictions (requiring various formats and conditions). - Prepare and format various files required in the permit process. - Interact with representatives at AHJs to resolve issues with permits and revisions in a timely manner.- Manage pending permits and provide updates for other employees seeking information on permit status.

Provo, Utah, United States

- Provided leadership to a team of account managers, nurturing strong client and co-worker connections and ensuring their needs were met through tailored solutions. - Formulated and executed holistic account strategies, and served as an intermediary between the clientele and our operations team, resulting in elevated customer contentement, sustained partnerships, and expandd service utilization. - Conducted performance assessments, delivered valuable input, and instituted skill-building initiatives, cultivating a team culture focused on exceptional customer care and lasting satisfaction.