Senior Manager Of Operations- Resource Optimization Center
Oversight for Workforce Management for a National Tier 3 Repair Center known as ACES, (Advanced Customer Experience Support), with 600 internal and 300 outsourced technicians, supporting all residential products and services.• Oversight of escalated repair issues requiring complex solutions. • Managed scheduling staffing and seating for the internal employees.• Management of outsource partners, (up to five partners, with 1,300 full time employees) providing accurate and timely forecasts and performance evaluations. • With staff of six analysts, used Aspect WFM software to do time-off administration, scheduling, and shift bids.• Supported new hire on-boarding process to gain access and passwords for 40+ tools and systems. • Transitioned to contact center model, requiring advance tools to optimize staffing and scheduling.• Implemented Aspect Workforce Management software.• Presented training classes for new hires and supervisors for Scorecard operations.• Managed the key Performance Evaluation tool, the "NASR Technician II Scorecard" the primary tool for individual performance management for 400 technicians.o System interfaced with the Avaya IVR, QA, and the Trouble Ticket system.o Gathered feedback from Technicians, Supervisors, and Senior Leadership to continuously improve the scorecard. o Conducted annual focus groups and acted as primary liaison with development team to ensure that the performance metrics were fair, relevant, and drove the desired behavior from technicians.
