Tim Mccarty Email & Phone Number

• 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.
• 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.

• Led a team of 50 technicians and four supervisors to solve complex trouble tickets which had been reported by 11M residential Voice subscribers.
• Primarily focused on SIP-LCR call routing issues resulting in outbound call failure.
• Supported transition from VOIP CMS architecture to IMS.

Led a Tier 3 Repair team of 40 technicians and three supervisors, primarily focused on the support of new products including, Universal Caller ID, OTT, TV Everywhere, On Demand Online services, Home Security, Voice 2 Go, and Cloud based Set Top Box.