Director Resume

Call Center Workforce Management

Broad background in the business and technical aspects of building and maintaining customer-focused call center workforce management units in multi-site environments. Experience in:

Forecasting, Staffing, and Scheduling
Real-time Adherence Monitoring
Skill-Based Routing
Disaster Recovery
Agent Productivity Analysis and Budgeting
Automatic Call Distribution
Multi-Site Call Load Balancing
Call Center Desktop Applications

Career History

Confidential
$400 billion Fortune 100 financial services company providing products and services to those in the academic, medical, cultural, and research fields.

Director, Institutional Relationships Infrastructure, 2005-2008
Recruited to create and manage the infrastructure to support the workforce management and telecommunications requirements of the inbound call center for the $50 billion institutional business.

Instituted forecasting models, scheduling criteria, real-time monitoring, and report analysis to maximize the efficiency of processing inbound calls while minimizing staffing requirements.
Initiated the use of skill-based routing in a Nortel phone environment using Symposium as the call distributor to maximize the effectiveness of individual telephone consultants in a “lean” multi-site staffing environment.
Prepared call center disaster recovery procedures and executed live tests of those procedures to relocate staff and re-route telephone traffic.

Manager, National Contact Center Infrastructure, 2004-2005
Built and managed a 5-person infrastructure unit to support the desktop and telecom business needs of a 300-seat inbound/outbound multi-site call center.

Tested and implemented computer telephone integration (CTI) to expedite the screen display retrieval of customer information. Successful implementation of CTI resulted in reduced call processing time for the customer and reduced staffing needs for the business.
Coordinated the project to replace the existing customer relationship management (CRM) desktop application with Siebel Call Center. This project standardized the collection, storage, and maintenance of customer information which resulted in an improved customer experience by minimizing the transfer of calls to multiple departments.

Telecommunications Coordinator, Telephone Counseling Center, 1995-2004
Built a workforce management/telecommunications operation from a single person/single site unit to a 6-person/multi-site unit supporting the call center operations of a 150-seat inbound call center.

Introduced new scheduling parameters which aligned to call patterns to maximize the “agent-to-call ratio” while adhering to budgeted staffing requirements and minimizing the impact on service levels and abandon rates.
Lead the call center project to convert from the Nortel MAX Automatic Call Distributor (ACD) to the Nortel Symposium ACD. This improved cross-site reporting which resulted in more accurate call load balancing across sites, more efficient trunk usage between sites, and more definitive reports on both call center and individual agent performance.
Installed AT&T intelligent call routing which facilitated real-time changes in multi-site call routing and real-time message changes on toll-free numbers.

Senior Telecommunications Analyst, Telecommunications Services, 1988-1995
Member of the Corporate Telecommunications Service unit which maintained the telecom infrastructure (moves, adds, changes, administration of vendor contracts), and expanded the infrastructure with new services (regional office phone systems, auto-attendants, modems, multiplexers, encryption services).

Wrote the request for proposal (RFP) to install a Nortel Meridian Option 11 PBX in each of 9 regional offices which resulted in competitive bidding and significant cost savings.
Managed the installation of a statistical multiplexer to support multiple corporate applications including the corporate payroll application which required encryption services to secure the transmission of data.
Managed the installation of auto-attendants to improve the efficiency of servicing inbound DID and toll-free number traffic by allowing callers to serve themselves while reducing the need for additional console operator staff.

Other positions at Confidential, 1974-1988

Education

Master of Professional Studies, Interactive Telecommunications, Confidential University
Bachelor of Arts, Liberal Arts, Confidential University.

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