Traci Grimes Email & Phone Number

Jacksonville, Florida

I lead 16 global Workforce Management team members across diverse roles: Capacity Planning, Real-Time, Scheduling, and System Administration. I partner with finance and business leaders to execute and manage products and omnichannel strategies. Key Accomplishments: · Restructured team roles and responsibilities to optimize workflow· Mentor and manager for Explorer Program, fostering company and employee growth · Partnered with diverse teams to integrate Calabrio, Intradiem, and Genesys platforms· Pioneered launch of two WFM Real Time Analyst positions with offshore vendor• Responsible for Supplier and Vendor Management for WFM tools

United States

I managed six analysts in global Workforce Management operations, fostering a culture of continuous learning, providing hands-on training, coaching, and mentorship to analysts, guiding their professional growth and scaling overall performance. I directed planning efforts for 37 portfolios, accurately forecasting call volumes, handle times, headcount, and hiring needs for diverse timeframes ranging from one to 18 months. I created and implemented data-driven solutions to optimize workforce allocation in alignment with global business objectives. Key Accomplishments: · Contributing to the creation of new group daily performance reports· Conducted comprehensive training sessions· Facilitated best practice sharing across all capacity teams, enhancing efficiency· Built a strategic partnership with Finance to identify cost-saving opportunities

United States

In the role, I oversaw comprehensive Global Workforce Management initiatives, directing a team of 11 SFE professionals and orchestrating scheduling for 5K agents across six domestic sites, seven offshore vendor sites, and 18 business groups. I delivered a commitment to continuous improvement by promoting cross-functional collaboration and executing innovative strategies. Key Accomplishments: · Continuously achieved operating standards of 80% and forecasting goals within 5%· Led event planning for training sessions and meetings· Developed new hire schedules, holiday site planning, and vacation schedules· Created site footprint recommendations and contingency plans

United States

I provided managerial leadership to a team of six nonexempt analysts, supporting diverse business lines including The Home Depot, Legacy Cards/Specialty, and United States Auto Club. I applied advanced forecasting methodologies to predict call volumes, average handle times, and interval arrival patterns, crafting effective hiring strategies for domestic and offshore operations. Key Accomplishments: · Contributed to Voice of the Employee team · Served on the Rewards and Recognitions Committee· Served as training liaison for SFE methods and procedures