George Lovell

• Analyzed impacts of regulatory changes on operations and developed mitigation plans.
• Provided strategic analysis for Call Center process validations and robustness.
• Supported continuous process and performance improvement for Call Center issues, robustness and compliance.
• Directed the Global WFM Team at all levels through analytical leadership.
• Directed and Validated all Forecasting plans,Capacity Plans, Scheduling Plans,Lock scheduling Plans and Real Time SLA's.
• Partnered and Influence Call Center VP's and Managers to adhere to daily , weekly and Monthly Plan.
• Direct and Manage an outsourced IRROP with current staffing and mitigate shrinkage while maintaining SLA's for core business.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Interfaced effectively with key accounts, answering questions and delivering exceptional service.
• Attended Call Center and planning meetings and served as liaison to manage operations and validate plan to Executive Level.
• Coordinated with HR new hire recruitment, training and development.
• Planned and managed full Verint Software project lifecycles, from conception through final completion.
• Facilitated completion of deliveries and verified BPM documentation.
• Participated in Call Center budgeting, advising on areas of possible improvement to reduce costs and service delivery times.

Lead Planning Team, Scheduling and Capacity team, Real Time team(Global Mission Control)

Lead and managed five managers on a Global Team within a shared services division.

Build, develop and Implement WFM tactical modeling to optimize Revenue and maintain Customer Service Levels, including the BCP.

Implement and Designed Verint WFM software modeling to manage long and short term staffing goals.

Strong forecaster utilizing Verint WFM software, AI and Time series Methodologies.

Manage and Track Attendance, Time off and vacation.

Managed end to end Service Levels In Real Time.

Provide Head count requirements to HR for fulfillment.

Lead, Implement, apply BPM and deployed WFM model for Voice and Chat Bot

Effective in managing capacity planning & Resource/Seat utilization analysis & Implementation.

Expertise in projecting & providing operational analysis to achieve parameters of SLA, Adherence, Conformance, productivity, Seat utilization, and Occupancy of hourly, daily, weekly and monthly timeframes.

Effective communicator with exceptional interpersonal skills and hands on experience in team leadership & imparting training to new hires.

Build WFM team to support Global Inbound and Outbound Calls

Ensure global recordings meet 98% recording mandate by process.

Build new call centers, closed Call Center and Merge & scale redundancy to effectively compete.

Responsible for Verint Software Administration globally.

Managing and Ensuring optimized Capacity Globally in Real Time. Involved in Planning Ad-hoc Activities in real time

Ensuring timely attendance to meet SLA's

Implemented Real Time dashboard to monitor all Centers Globally.

Planning Overtime, Multi Skilling , Call Routing , IVR changes as per requirement when SLA's break down.

Reviewing performance with stake holders and providing what if analysis

Secondary BCP plan owner for all CC Agents, responsible for maintaining and testing BCP plans Bi-Annually.

Managed a Team of 18 Real Time Analyst..