Summary
Overview
Work History
Education
Skills
Testimonials
Accomplishments
Certification
Affiliations
References
Timeline

Carl Warych

Oakdale,PA

Summary

Accomplished operations leader with a proven track record of enhancing agent utilization by 17% at BlinkRx through strategic Workforce Management. Recognized for optimizing performance and driving team development, demonstrating a commitment to excellence in contact center operations during tenure at Nextiva. Expertise includes innovative solutions and effective leadership in multi-site environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Workforce Management

BlinkRx
Pittsburgh, PA
12.2023 - Current
  • New WFM department! Created RTA, centralized scheduling, analytical reporting, policy and procedures
  • Facilitated operations across two internal locations and two onshore BPOs.
  • Delivered training sessions to enhance team skills.
  • Generated annual savings of $208K for call center operations.
  • Managed PlayVox administrative tasks to optimize performance.
  • Managed integration of AWS-based IVR modifications.
  • Served as primary WFM liaison during transition from PlayVox to Assemble.
  • Achieved a 17% average increase in workforce efficiency through optimized processes.

Workforce Management, Customer Success Operations

Nextiva
Scottsdale, Remote
02.2022 - 10.2022
  • Contributed to developing the Workforce Management department for international call centers in the software domain.
  • Delivered strategic recommendations to enhance operational efficiency.
  • Delivered comprehensive departmental training to management at all levels.
  • Examined data to optimize agent staffing levels.
  • Oversaw creation of weekly schedules for 225 agents across six departments.
  • Scheduled in-person activities including meetings, coaching sessions, and training leveraging forecasted data.
  • Designed strategic holiday coverage frameworks using historical trends.
  • Recorded exceptions in Five9 scheduling tool.

Capacity/Resource Program Manager

Aspiration
Los Angeles, Remote
01.2021 - 09.2021
  • Led workforce management team and systems, overseeing staff modeling and capacity planning.
  • Managed queue monitoring workload systems.
  • Lead Workforce Management team
  • Guided team members through supervision and coaching.
  • Maintain keen oversight on service level performance to ensure business awareness.
  • Oversaw management software for workforce scheduling.
  • Administration of Telephony/ACD/VCC software
  • Provide analysis of contact arrival patterns, queue configuration details, and efficiency measures
  • Provide detailed contact and workload forecasting (both inbound/outbound contact and banking operations task/workload)
  • Provide needed reporting to upstream consumers
  • Staff modeling and capacity planning

Operations Workforce Manager

TripAdvisor
Las Vegas, NV
01.2016 - 09.2020
  • e-Commerce travel and restaurant company delivering hotel reviews, accommodation bookings, and travel content.
  • Oversee six facilities and outsourced teams in Portugal, Bulgaria, and Manila for hotel and restaurant reviews, accommodation bookings, and travel-related content.
  • Directed team of five to achieve operational goals.
  • Surpassed industry standards by answering over 80% of calls within 20 seconds through efficient call volume distribution across six centers.
  • Addresses and resolves workforce planning issues in an industry with high turnover; forecasts staffing needs in order to provide guidance to the Training department, building a pipeline of qualified call center candidates
  • Facilitates the onboarding of new employees and provides daily, monthly, and quarterly performance metric reports to the executive team
  • Recognized for improving customer satisfaction scores, lowering wait times by over 50%, and eliminating 65% of the backlog of email messages by fostering an environment of improved individual employee accountability
  • E-Commerce travel and restaurant corporation that offers hotel and restaurant reviews, accommodation bookings and other travel-related content

Specialist Command Center Workflow, Senior

MGM Resorts International
Las Vegas, NV
10.2015 - 10.2016
  • Global organization in hospitality and entertainment industry.
  • Recruited to oversee call volume management for seven globally operated casinos.
  • Managed up to half a million monthly calls while maintaining accuracy within 3% of forecasts.
  • Implemented shift bidding system for a 450-seat call center, allowing staff to bid on shifts using seniority and KPIs.
  • Maintained accountability for compiling and submitting financial reports, detailing revenue from various departments.
  • Designed an online form for call center agents to self-report absences, vacation time, and leave types including FMLA.
  • Managed operations at international hospitality and entertainment company.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Achieved cost-savings by developing functional solutions to problems.
  • Utilized various software and tools to streamline processes and optimize performance.

Workforce Manager

Mobile Gas, A Sempra Company
Mobile, AL
10.2014 - 10.2015
  • Natural gas utility providing services to residential, commercial, and industrial clients.
  • Launched a workforce management department from the ground up for this natural gas utility serving residential, commercial, and industrial customers, building formal policies and procedures governing attendance, quality monitoring, and customer service
  • Engaged in short-term and long-range workforce forecasting and developed daily, weekly, and monthly reports
  • Facilitated adoption of Avaya WFM tools to enhance efficiency.
  • Oversaw recruitment and management of five professionals in Workforce Management department.
  • Established Quality Assurance department to evaluate and enhance contact center performance.
  • Captured a 40% improvement in overall CSR call statistics, with a 6% decrease in call abandonment and a 30% gain in customer satisfaction scores
  • Administered the Avaya workforce management systems, adding new employees and troubleshooting technical issues impacting networks, telecommunications, and applications
  • As a project manager, collaborated across department lines and with outside vendors
  • Natural gas utility serving residential, commercial, and industrial customers

Workforce Management and Reporting Analyst

Caesars Entertainment Corporation
Las Vegas, NV
03.2010 - 10.2014
  • Operated gaming corporation owning and managing over 50 casinos and hotels.
  • Developed weekly staff schedules by analyzing forecasted call volumes and handling times.
  • Managed shift schedules and holiday bids to ensure optimal staffing coverage.
  • Optimized scheduling to consistently meet service level targets and call abandonment metrics.
  • Analyzed forecasts and intraday performance statistics to pinpoint areas for improvement.
  • Gaming corporation that owns and operates over 50 casinos and hotels under several brands

Education

High School Diploma -

Victoria High School, Victoria, TX
05-1985

Skills

  • Operations and Strategic Leadership
  • Performance Optimization Strategies
  • Team Leadership
  • Research and Analytical Skills
  • Contact Center Operations
  • Multi-Site Management
  • Client Service Excellence
  • Key Performance Metrics
  • Workforce Management
  • Team Development

Testimonials

Steve N., CEO, Banner Marketing, Carl’s consistent and level-headed performance in the midst of a frenetic WM environment caused Carl to be respected both by customers and internal stakeholders. As a result, Carl took a lead role on one of our most demanding contracts and served as a mentor as we built out our WM team due to growth.

Accomplishments

  • Creating agent policies & procedure handbook
  • Improvement of agent productivity and utilization
  • Saving $208,000 in employee hours in a year

Certification

  • IEX NICE Forecasting and Scheduling
  • IEX NICE Real-Time

Affiliations

  • Continual education in the field of AI
  • Project Management training
  • Task Force Antal (Humanitarian group)

References

References available upon request.

Timeline

Sr. Workforce Management - BlinkRx
12.2023 - Current
Workforce Management, Customer Success Operations - Nextiva
02.2022 - 10.2022
Capacity/Resource Program Manager - Aspiration
01.2021 - 09.2021
Operations Workforce Manager - TripAdvisor
01.2016 - 09.2020
Specialist Command Center Workflow, Senior - MGM Resorts International
10.2015 - 10.2016
Workforce Manager - Mobile Gas, A Sempra Company
10.2014 - 10.2015
Workforce Management and Reporting Analyst - Caesars Entertainment Corporation
03.2010 - 10.2014
Victoria High School - High School Diploma,

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Carl Warych