Terry George Email & Phone Number

Jenks, Oklahoma, United States

Tulsa, Oklahoma Area

Tulsa, Oklahoma

Tulsa, Oklahoma

Tulsa

• Manage scheduling department for 1100+ employees across six call centers. Shift bidding, schedule adjustments, and staff planning ensured successful service levels. • Developing and managing performance for 6-7 Resource Management Specialists across multiple sites, including weekly 1:1 sessions, meeting/issue identification facilitation, team meetings, and training sessions for continuous development. • Creating and analyzing multiple staff reports and forecasts to make appropriate adjustments for 90, 60, and 30 day forecasts. Decision making on hiring, overtime, and staffing reduction to meet short term and long term business goals.• Utilizing capacity planning to ensure commitments to business needs are met on a daily and weekly basis by working closely with call center management, command center, and planning teams. • Building relationships cross functionally with multiple areas within the organization to ensure a balance between the goals of the Workforce Management and call center leadership.

Tulsa, Ok

• Manage scheduling department for 1100+ employees across six call centers. Shift bidding, schedule adjustments, and staff planning ensured successful service levels. • Developing and managing performance for 6-7 Resource Management Specialists across multiple sites, including weekly 1:1 sessions, meeting/issue identification facilitation, team meetings, and training sessions for continuous development. • Creating and analyzing multiple staff reports and forecasts to make appropriate adjustments for 90, 60, and 30 day forecasts. Decision making on hiring, overtime, and staffing reduction to meet short term and long term business goals.• Utilizing capacity planning to ensure commitments to business needs are met on a daily and weekly basis by working closely with call center management, command center, and planning teams. • Building relationships cross functionally with multiple areas within the organization to ensure a balance between the goals of the Workforce Management and call center leadership.

Tulsa, Ok

• Proactive call volume and schedule adherence monitoring to ensure company service level and staffing requirements are met. • Coordinating and communicating training schedules for new hire and current employees• Administer reporting changes due to management movement and ensuring changes are accurate across multiple levels of the business. • Regular Point of Contact for management to make decisions on staffing issues and staff planning, as well as working directly with site leadership on needs outside of normal guidelines of business.

Tulsa, Ok

• Developing Tier 1, Tier 2, and Escalation teams, including weekly one on one and team meetings with assigned team members for development purposes, providing immediate feedback on call evaluations, and other various development for employees. • Conducting all verbal and written counseling, up to and including termination.• Facilitating new hire training for newly hired Technical Tier 2 customer service representatives. • Creating Training Curriculum and provided training to new Resolution Agents.

Mba, Masters, Business Administration

Bachelor Of Business Administration (B.B.A.), Finance, General