Chris Buchholz
Bel Aire,KS
Summary
Results-driven Workforce Management Analyst at Winston Brands, skilled in strategic workforce planning and data-driven forecasting. Achieved significant operational efficiency by optimizing scheduling and implementing advanced tools. Proficient in NICE CXOne and advanced Excel, while mentoring teams to foster a culture of continuous improvement.
Overview
29
29
years of professional experience
Work History
Workforce Management Analyst
Winston Brands
07.2005 - Current
- Developed forecasts for labor needs based on historical trends and business requirements.
- Analyzed workforce data to optimize staffing levels and enhance operational efficiency.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Implemented Aspect and later NICE IEX to optimize shift scheduling.
- Budgeted call volume allocations and staffing for multiple locations, optimizing service objectives while minimizing costs.
- Managed overtime, shift swaps, breaks and PTO requests.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Mentored team members on workforce management best practices, fostering a culture of continuous improvement.
- Developed and maintained sales, efficiency and cost reporting at an individual, site and enterprise level.
- Conducted ad-hoc analyses to support strategic initiatives and operational improvements.
- Coordinated with IT department and vendors to implement a new phone system, new workforce management system and reporting system.
- Maintain IVR, call routing and other administration of Nice CXOne.
Workforce Real Time Analyst
Western Wireless
03.2004 - 07.2005
- Monitored real-time performance metrics across multiple contact center locations to ensure adherence to service level agreements.
- Managed multiple systems for tracking agent availability and call volume fluctuations effectively.
- Ensured timely updates on schedule adherence for optimal team performance.
Various including Workforce Management Coordinator
Sykes Enterprises
12.1996 - 07.2004
- Analyzed workforce data to optimize scheduling and resource allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Developed comprehensive reports for management to track key performance indicators and drive continuous improvement.
Education
Bachelor of Science - Psychology
Fort Hays State University
Hays, KS05-1998
Skills
- 25 years workforce management
- Strategic workforce planning
- Data-driven forecasting
- Efficient scheduling
- Statistical data analysis
- Advanced Excel skills
- Administrator of NICE IEX
- Administrator of NICE CXOne
- Administrator of inContact platform
- Aspect expertise
- Experience with Domo analytics
Timeline
Workforce Management Analyst
Winston Brands
07.2005 - Current
Workforce Real Time Analyst
Western Wireless
03.2004 - 07.2005
Various including Workforce Management Coordinator
Sykes Enterprises
12.1996 - 07.2004
Bachelor of Science - Psychology
Fort Hays State University