Thomas Castle Email & Phone Number

United States

United States

Vieux Fort, Vieux Fort, Lc

As the Director of Workforce Management at itelCX, I am responsible for managing a team of 3 direct and 53 indirect reports. My duties include overseeing the administration of the Itel Workforce Management (WFM) system (Alvaria WFM) for over 900 users, coordinating various workforce systems and technical projects, and collaborating with vendors such as Aspect to address contracts, upgrades, and emerging system issues. Additionally, I scope out future system needs and work with vendors to provide solutions that keep the organization's technical capabilities up to date and industry leading. In my role, I also oversee workforce and client management groups for 6 contracts with 422 agents, as well as manage the WFM tool for 3 additional contracts consisting of 1500+ agents.

Dallas, Texas, Us

As Manager of Resource Management, I oversaw a team consisting of 5 direct reports and 22 indirect reports. My responsibilities included supervising the system administration of the Frontier Communication Workforce Management (WFM) system, specifically the Alvaria WFM system, which catered to over 3000 users. In addition to this, I coordinated various workforce systems and technical projects, engaging with vendors such as Aspect and others to address contracts, upgrades, and emerging system issues.To ensure that our technical capabilities remained up to date and in line with industry trends, I actively collaborated with vendors to scope out future system needs and find suitable solutions. This allowed us to stay ahead of the curve and maintain a competitive edge.In terms of training, I directly trained 45 power users on the Alvaria WFM tool and developed training materials for over 8500 agents, effectively managing the tool's end users. This comprehensive training program ensured that all users were proficient in utilizing the system to its full potential.One of my notable achievements was successfully rebuilding the Alvaria (formerly Aspect) WFM system. This initiative resulted in substantial cost savings over a span of 2 years, encompassing direct software, hardware, and IT management costs. By optimizing the system, we were able to streamline operations and reduce unnecessary expenses.Furthermore, I implemented a resource-saving measure that eliminated the need for 10 full-time employees to handle scheduling and forecasting. This resulted in significant resource savings for the organization, further enhancing operational efficiency.Overall, my role as Manager of Resource Management involved overseeing a team, managing the Alvaria WFM system, coordinating with vendors, ensuring technical capabilities were up to date, providing comprehensive training, and implementing cost-saving measures.

Greenwood Village, Colorado, Us

As the Manager of Workforce Management Administration, I was responsible for overseeing the global WFM system, Aspect eWFM, for a user base of over 40K. I coordinated the management of workforce-related systems and technical projects, collaborating with Aspect vendors and other WFM system vendors to address contracts, upgrades, and issues that arose with WFM systems. Additionally, I assessed future system requirements and worked with vendors to develop solutions that would meet the needs of a constantly evolving business. As the primary trainer and subject matter expert for Aspect WFM, I provided training and expertise to both internal business units and professional service offerings. Furthermore, I engaged with clients throughout the sales and post-sales processes, providing leadership and guidance on workforce optimization, WFM system integration, business process reviews, business planning, and process implementations.

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Bachelor Of Arts, History

Bachelor Of Arts, English