Aiyana James
Fayetteville,NC
Summary
Qualified in call center management with a background in supervisory and workforce management coordination. Demonstrated ability to optimize scheduling and enhance operational efficiency. Proven track record of utilizing analytical skills and effective communication to support team objectives and meet goals.
Overview
9
9
years of professional experience
Work History
Workforce Management Coordinator
Hotwire Communications
02.2024 - Current
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Streamlined communication channels with cross-functional teams, enhancing collaboration and productivity.
- Optimized shift rotations while balancing employee preferences with operational needs, resulting in reduced overtime expenses and higher morale levels among the workforce.
- Monitored adherence to company policies regarding attendance tracking.
- Managed overtime, shift swaps, breaks and PTO requests.
Workforce Real Time Analyst
Directv
05.2021 - 02.2024
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Optimized schedules, forecasts and other tools to present to management.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
Workforce Real Time Analyst
Kelly Services
05.2020 - 05.2021
- Monitor and react to fluctuations in staffing and call volume to maintain and quickly restore service level.
- Update schedules consistently and promptly to reflect real time and future changes (including time off, overtime, shift schedule variations, additions, modifications etc.).
- Create and design ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, Agent Performance Metrics.
- Adjust forecasts and make recommendations for staff adjustments to management.
- Create, track, and maintain agent metrics for historical information purposes.
Call Center Supervisor
Global Response
09.2018 - 10.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
Call Center Representative
Global Response
10.2016 - 10.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Met customer call guidelines for service levels, handle time and productivity
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
Education
Dillard High School
Skills
- Forecasting Accuracy
- Microsoft Excel Proficiency
- Salesforce, Genesys, Five9, NICE, Avaya Proficiency
- UKG, Kronos, ADP proficiency
- Queue Management
- Data Analysis
- Effective Communication
- Problem Solving
Timeline
Workforce Management Coordinator
Hotwire Communications
02.2024 - Current
Workforce Real Time Analyst
Directv
05.2021 - 02.2024
Workforce Real Time Analyst
Kelly Services
05.2020 - 05.2021
Call Center Supervisor
Global Response
09.2018 - 10.2021
Call Center Representative
Global Response
10.2016 - 10.2018
Dillard High School
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