Create schedules for 350 – 400+ telephone representativesPresent net staffing needs on a weekly basisHelp determine hiring needs for the Contact CenterResponsible for payroll discrepancies and resolutionsReport daily to Payroll Department of paid time taken and available Changed schedules from single skilled to multi-skilled environment, resulting in saved dollars for the company.•Managed both Customer Service and Order Entry Representatives. •Coached team statistics, quality monitoring, and attendance issues•Handled escalated customer concerns in a professional manner.•Trained Excel I, II and III courses.•I have created MACRO’s to run some of these reports automatically in order to save time of manual creation of these reports.Specialties: Aspect WFM software, Excel, Access Db, Verint