Justin Turner
Nixa,United States
Summary
Analytical leader with 10+ years of call center experience, specializing in solving complex issues. Methodical and thorough professional experienced with Genesys Purecloud, Aspect EWFM, Salesforce, and Pipkins and adept at applying skills, resources and analytical techniques to make effective workforce plans. Results-oriented and hardworking with a history of collaborating with leadership to determine and implement successful solutions.
Overview
14
14
years of professional experience
Work History
Account Manager/Workforce Manager/Supervisor of Operations
Jack Henry & Associates
Springfield, MO
09.2019 - Current
- Consistently monitored strategic objectives and values for company-wide message delivery.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Proactively identified and solved complex recruitment problems impacting employer short- and long-term success.
- Trained and mentored team members to achieve optimal performance and meet challenging business targets.
- Currently serve as face of call center operations to accounts by providing forecast updates, delivering metrics, creating reports, and solving complex issues.
- Provide coaching to leaders in call center based on feedback from accounts.
- Built our Genesys Cloud Workforce Platform.
- Conducted data analysis to prepare forecasts and identify trends.
- Prepared graphs, spreadsheets and reports for presentations.
Resource Planning Analyst/Reporting Analyst
Expedia Group
Springfield, MO
09.2010 - 05.2019
- Served as key corporate representative, liaising with multiple departments in support of operational excellence.
- Implemented unique methods and methodologies, which helped reduce and resolve issues.
- Conducted data analysis to prepare forecasts and identify trends.
- Produced daily operations report forecasting staffing needs and production volume to support cost-reduction and service improvement initiatives.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Developed new-hire training materials regarding all attendance and schedule matters.
- Trained and mentored team members to achieve optimal performance and meet challenging business targets.
- Assessed and prioritized departmental reporting needs, functions and strategies and reported findings to management.
- Drafted and formatted reports in alignment with data quality requirements.
Education
Some College (No Degree) - Communications
Skills
- Strategic Account Planning
- Performance Evaluations
- Business Development
- Verbal and Written Communication
- Organization and Planning Skills
- Progress Reports and Check-Ins
- Continuous Improvement
- Analytical Thinking
- Forecasting Ability
- Data Processing
Timeline
Account Manager/Workforce Manager/Supervisor of Operations - Jack Henry & Associates
09.2019 - Current
Resource Planning Analyst/Reporting Analyst - Expedia Group
09.2010 - 05.2019
University of Central Missouri - Some College (No Degree), Communications
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