Wayne Hayes Email and Phone Number
Wayne Hayes work email
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Wayne Hayes personal email
A leader in the workforce management field, who has proven the ability to drive KPI results for both internal company, and outsourced call centers. I enjoy working on process improvement, in both technical processes and with staffing solutions, to assist our customers.
S3 Shared Service Solutions, Llc
View- Website:
- s3cuso.com
- Employees:
- 261
-
Manager Workforce ManagementS3 Shared Service Solutions, Llc Oct 2021 - PresentManage a remote and diverse workforce of reporting, analysis, schedule and real time management professionals. Ensure company KPI are met in areas of call center metrics and customer experience. Administer workforce tools Community (Five9) and Calabrio on CISCO and Five9 phone switches. Budget and headcount planning
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Workforce Management SupervisorSpectrum Nov 2013 - Sep 2020Buffalo/Niagara, New York AreaImplement company wide standardization processes for workforce reporting. Assist 7 vendor partners with a combined 6600 agents, with staffing solutions to ensure service levels and other KPI metrics are met, across multiple contact channels and 3 lines of business. Supervise 13 employees in 6 centers with system access processes, workforce processes, and market level reporting. Aspect eWFM administrator. -
Co OwnerRazr Analytics Oct 2013 - Jan 2015Buffalo/Niagara, New York AreaRazr Analytics provides custom Data Modeling, Visualization, Forecasting, and Analysis either stored on our cloud servers or on your company servers, we develop scalable, high ROI, decision support solutions. Our focus is on helping our clients to maximize their profitability by helping them to solve tough problems using innovative data solutions. -
Sr. Workforce Management AnalystTime Warner Cable Sep 2010 - Nov 2013Aspect eWFM Administrator, assisting the TWC workforce community with standardized processes across the countrywide Enterprise. Encourage exchange of ideas via conferences, documentation and training. Forecast monthly or daily volumes for three lines of business. Advise and mentor seven outsourced vendors with staffing details & pattern generation. -
Regional Workforce Management CoordinatorGeico Jul 2004 - Aug 2010Amherst, NewyorkForecast call volumes and perform scheduling functions to optimize staffing efficiency via Aspect Workforce Manager (eWFM). Advise management on call trends and planning of future development in the 900+ employee divisional workforce. Maintain records in various database formats, and provide reporting to center management. -
Operations Command Center LeadTeletech May 1999 - Jul 2004Force management in a large in-bound call center (1000+ employees), with duties including monitoring and managing agent activity, login management, and inbound and outbound call monitoring and forecasting utilizing TCS, Real Time Adherence and Lucent Centre Vu. Assume responsibility for facility operations, working in both a team environment and independently to promote company goals and standards. Supervise and train individuals involved in data entry, staffing adjustment, and clerical duties. Supervised the documentation of all OCC policies and procedures.
Wayne Hayes Skills
Wayne Hayes Education Details
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Criminology And Criminal Justice -
Criminology And Criminal Justice (Social Science)
Frequently Asked Questions about Wayne Hayes
What company does Wayne Hayes work for?
Wayne Hayes works for S3 Shared Service Solutions, Llc
What is Wayne Hayes's role at the current company?
Wayne Hayes's current role is Workforce Manager at S3 Shared Service Solutions.
What is Wayne Hayes's email address?
Wayne Hayes's email address is wa****@****ble.com
What schools did Wayne Hayes attend?
Wayne Hayes attended Niagara University, Niagara University.
What are some of Wayne Hayes's interests?
Wayne Hayes has interest in Human Rights, Science And Technology, Education.
What skills is Wayne Hayes known for?
Wayne Hayes has skills like Workforce Management, Aspect, Ewfm, Forecasting, Analysis, Sql, Crystal Reports, Staff Management, Avaya, Ms Project, Project Management, Mentoring Of Staff.
Who are Wayne Hayes's colleagues?
Wayne Hayes's colleagues are Regina Lowery, Samuel Nelson, Terrence Banks, Carmen Jackson, Cierra Curry, Danielle Jones, Micheal Cook.
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Wayne Hayes
Irvine, Ca3ics.uci.edu, nasa.gov, nasa.gov -
Wayne Hayes
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