Summary
Overview
Work History
Education
Skills
PERSONAL EXPERIENCE
Timeline
Generic

CHRISTOPHER HARTNEY

Cedar Park

Summary

Experienced contact center professional dedicated to enhancing customer experience and agent engagement while driving operational efficiency. With over 20 years of workforce management (WFM) experience across various industries, possesses a strong drive for success and a genuine focus on people. Insatiable curiosity fuels ability to continuously learn and adapt to new challenges. Proficient in workforce optimization and contact center principles, excels in creating effective staffing models and forecasting for multi-skill/channel environments. Well-versed in a wide range of contact center technologies, enabling leverage of the most suitable tools for optimal performance. Prioritizes process improvement and agile program management, serves as a servant leader to drive organizational success. Expertise in routing and customer contact strategy enhances ability to deliver exceptional results.

Overview

16
16
years of professional experience

Work History

Sr. Manager of Workforce Management

The Walt Disney Company
05.2024 - Current
  • Responsible for the development and execution of all WFM practices across forecasting, capacity planning, scheduling, and intraday management capabilities.
  • Revamped forecasting and capacity planning to incorporate new tools and methodologies to reduce risks in staffing and improve customer experience.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Implemented and developed operational standards, policies and procedures.
  • Led a team of 4 managers responsible for 45 analysts covering all facets of the WFM cycle
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

Manager of Capacity Planning and Forecasting

Robinhood Markets, LLC
01.2022 - Current
  • Responsible for capacity plan models for several business units and functional areas
  • Establish practices, policies, and processes that ensure desired outcomes and attainment of business objectives
  • Design and build tools to support the creation, maintenance, and improvement of capacity models
  • Develop forecasts using a wide array of techniques and statistical models to define FTE requirements across multiple time dimensions
  • Coach and train Capacity Planning team on WFM forecasting and modeling, as well as overall performance
  • Partner closely with Vendor Relationship managers to ensure timely and accurate delivery of hours needs both short and long term
  • Collaborates with engineering teams to refine and improve contact routing and agent skill prioritization
  • Partner closely with operations, finance, recruiting, benchmarking, training, and leadership to align on hiring plans and execution
  • Lead business stakeholders through WFM related performance and future plans for transparency, visibility and decision-making

Sr. Release Train Engineer

Cox Automotive
01.2021 - 01.2022
  • Coach leaders, teams and Scrum Masters in Lean-Agile practices and mindsets
  • Program management for enterprise API solution across six development teams
  • Drive business process improvement through inspect and adapt workshops
  • Lead the release train through change by employing sound change management practices
  • Manage the flow of value through the release train using various tools and information radiators
  • Ensure that risks and dependencies within and across release trains are known and managed
  • Reporting on Agile metrics to drive excellence in DevOps and identify improvement opportunities

Global Associate Manager - Workforce Optimization

Hulu/The Walt Disney Company
01.2018 - 01.2021
  • WFO Manager for a world-renowned streaming and entertainment conglomerate
  • Creation of User Management team responsible for provisioning and skilling in all TWDC contact center technologies (Salesforce, Calabrio, Five9, inContact, Genesys, ServiceNow, Aspect and proprietary programs)
  • Implementation, expansion, and management of Short-Range Forecasting function for global contact centers
  • Development of custom reporting to improve measurement of KPIs
  • Partnered on routing strategies for omni-channel contact management across multiple ACDs and CRMs
  • Product owner of Aspect WFM platform for Hulu/TWDC
  • Responsible for all facets of product management
  • Key member of launch teams responsible for the planning and execution of expanding viewer experience operations to new regions globally

Manager Workforce Management

Oppenheimer Funds, Inc.
01.2014 - 01.2018
  • Developed capacity planning and staffing models for multi-skill, multi-channel business units
  • Responsible for all facets of WFM performance and execution - RTA, Forecasting, Scheduling, Reporting, Capacity Planning
  • Implemented multi-skill/multi-channel strategies for optimal routing of customer contacts
  • Analysis of contact type trends for targeted self-service and automation opportunities
  • Train, coach, and develop Workforce Management team analysts
  • Consult with key stakeholders to ensure greater optimization of agent and center productivity
  • Development of custom reporting to improve measurement of KPIs
  • Liaised with Telephony and technology teams on behalf of operations and WFM
  • Administration and development of Aspect WFM, RTA, AQM, APM, AND UIP platforms

Command Center/WFM Manager

ESM/Xerox
01.2011 - 01.2014
  • Managed team of Command Center/WFM Analysts for a key provider of higher education sales and enrollment
  • Training, coaching, and development of Command Center analysts
  • Frequently analyzed dialer and agent productivity to ensure optimum organizational efficiency
  • Developed capacity planning and staffing models for multi-skill, multi-channel business units
  • Collaborated directly with client stakeholders in the creation of dialing, contact, and sales strategies
  • Administered the Aspect WFM, RTA, AQM, APM, UIP and Interactive Intelligence dialer platforms

Business Operations Specialist III -WFM

Dish Network
01.2009 - 01.2011
  • Created staffing models for an industry-leading satellite communications organization
  • Crafted scheduling strategies and models for a multi-skill environment, with more than9,000 support agents
  • Utilized Holt-Winters (ARIMA) method for forecasting enterprise call volume
  • Collaborated with critical stakeholders to ensure flawless execution of enterprise-wide workforce strategies
  • Provided vital reporting detailing volume and average handle time patterns

Education

Certified SAFe5 Release Train Engineer -

Scaled Agile, Inc. (SAFe)
Austin, TX

A.A.S. - Behavioral Sciences

Community College of Denver
Denver, CO

Skills

  • Strategic planning
  • Advanced Forecasting Techniques
  • Workforce Management Expert
  • Cross-functional collaboration
  • Aspect and IEX Expertise
  • Operations management
  • Servant Leadership
  • Operational efficiency

PERSONAL EXPERIENCE

  • 2x Guest speaker at ACE, an annual conference for Aspect’s Contact Center Solutions.
  • Collaborates with other Contact Center professionals across industries to share best practices and knowledge.

Timeline

Sr. Manager of Workforce Management

The Walt Disney Company
05.2024 - Current

Manager of Capacity Planning and Forecasting

Robinhood Markets, LLC
01.2022 - Current

Sr. Release Train Engineer

Cox Automotive
01.2021 - 01.2022

Global Associate Manager - Workforce Optimization

Hulu/The Walt Disney Company
01.2018 - 01.2021

Manager Workforce Management

Oppenheimer Funds, Inc.
01.2014 - 01.2018

Command Center/WFM Manager

ESM/Xerox
01.2011 - 01.2014

Business Operations Specialist III -WFM

Dish Network
01.2009 - 01.2011

A.A.S. - Behavioral Sciences

Community College of Denver

Certified SAFe5 Release Train Engineer -

Scaled Agile, Inc. (SAFe)
CHRISTOPHER HARTNEY