William Hamm Email & Phone Number

Zurich, Zurich, CH

- Capture and interpret customer data from a range of sources and communicate these findings across departments.- Lead on customer propensity analysis and leverage this intelligence to improve marketing strategy.- Manage data quality and ensure actionable uses organization-wide.- Provide expert advice on the best analytical tools and software.- Develop a.

New York, NY, US

Newark, California, US

• Analyzed and maintained all Client Service Level Agreements and implemented improvement plans.
• Maximized revenue generation to reach long and short-term financial goals. For example, data collection for billable/non-billable hours, forecasting, budgeting, and invoicing.
• Hired, trained, developed, and managed performance of 8 team leaders and their associates. Ensured consistent administration of company policies and standards as well as any corrective actions needed to meet.
• Held weekly team meetings and trainings to develop team leaders’ skills such as time management, building employee relations, and generating profits.
• Managed and reviewed operational reports. For example, attendance adherence, profit/loss statements, client scorecard, and metrics management reports.
• Built reporting pivot tables and automations in order to maximize team leader productivity and efficiency.

Newark, California, US

• Analyzed KPI metrics that include AHT, Billable Hours, Service Level, and Occupancy to maximize revenue and improve client satisfaction. Collaborated with Operations to suggest best practices.
• Reviewed and adjusted seat capacity requirements on a monthly basis due to FTE requirements fluctuations or new business gains.
• Trained Operations on WFM related applications to ensure that skills were achieved for max productivity.
• Responsible for hiring, training, developing, and managing performance of 8 WFM associates focused on achieving client contractual metrics.
• Monitored real time adherence to ensure that agents are following their schedules. Ensured that intervals were fully staffed based on daily attendance.
• Monitored phone switch queues to max profitability and client satisfaction.

Newark, California, US

• Responsible for the day-to-day supervision of a 18-20 call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coached direct reports on their performance on a weekly basis to ensure performance metrics were achieved.
• Identified performance related issues, developed action plans for improvement, implemented corrective actions, up to and including termination of employment.
• Ensured service delivered to our clients met contractual KPIs and financial expectations.
• Communicated expectations to employees and provided timely updates.
• Provided subject matter expertise in handling escalated customer calls as needed.