George Agbortar

• Served as an all round workforce personnel in this independent contributor role. Aiding in building a standardized operational workforce framework from scratch spanning through operations supporting the Fraud ops department as the only workforce presence with minimal systems/automated tools usage.
• Advised and guided operations and executives on staffing projections while putting in place a capacity module.

• Responsible for managing a capacity file/project tied to over $123 million worth of resources/contingent staff & collaborated with multi departmental and team heads or managers to see to hiring/staffing needs as well as hiring projections, recommendations and advice towards managers and executives.
• Part of HRIS tools daily usage in carrying out some onboarding staffing requirements
• Prepared short and long range demand and budgetary forecast as well as adhoc reports.

• Led a team of 6 workforce professionals including my self consisting of real time specialist, schedulers etc.
• Oversaw everything within the workforce operational frame work from real time, scheduling, forecasting & capacity planning plus reporting as well as worked closely with other operational teams, top executives and vendor partners.
• An almost 1000 agent capacity customer service frame work via multi channels is also what the team and I were responsible for providing workforce guidances towards as well as managing KPI objectives.
• Played a huge role in integration and implementation processes of systems or WFM tools while also serving partly as a system administrator.

- Ensured short terms and long range volume and staff forecast.Served in an independent contributor role with the title as a Workforce manager but was responsible for 7 out of 14 LOB tied to the banks customer service operations in which I saw to some of the Following objectives;

-Ensured for each LOB we matched up to our targeted performance levels across the board for our KPIs.

-Continuous outstanding work relations and communication between my self and the outsource/BPO partners we worked with in setting standards of obtaining the business objectives plus a few other responsibilities.

• Functioned in a dual capacity as a workforce personnel carrying out staffing related activities and capacity build up and forecast to running data audits and other back office work.
• Worked with multi clients we provided services for.

• Served in a multi capacity ranging from Real time, scheduling, forecasting and capacity planning plus support towards time keeping related activities as well as HRIS systems.
• As a part of a vendor organization, aided in providing operational services to our client based network.