Gregory White
Aubrey,TX
Summary
Workforce management professional with expertise in scheduling, forecasting, and real-time operations in high-volume contact centers. Skilled in optimizing staffing models and maintaining service levels through analytical insights and cross-functional collaboration, especially during peak periods and rapid operational changes.
Overview
12
12
years of professional experience
Work History
Scheduling Coordinator
Johnson Controls
06.2024 - Current
- Coordinated staffing plans and shift bids by reviewing forecasted call volumes for accurate implementation.
- Support scheduling and forecasting for a 300-agent contact center, aligning staffing with service level goals.
- Monitored adherence, occupancy, and intraday trends to enable timely staffing adjustments.
- Delivered real-time operational support during peak periods and service disruptions to maintain service levels.
WFM Real-Time Coordinator
Amazon
01.2024 - 06.2024
- Adjusted staffing levels in real time based on demand fluctuations to maintain service levels.
- Monitored adherence and call volume trends to proactively identify and mitigate risks to service levels.
- Managed WFM support tickets to ensure timely resolution of operational issues.
- Executed contractor agreements to support staffing needs and ensure compliance.
WFM Real-Time Coordinator
Block Inc.
06.2021 - 08.2023
- Collaborated with operations to optimize staffing strategies based on real-time trends.
- Monitored real-time performance across multiple queues to ensure schedule adherence and SLA attainment.
- Generated daily, weekly, and monthly performance reports to enable data-driven decision-making.
Senior Customer Service Rep (Various Roles)
Cardinal Health
05.2014 - 06.2021
- Served as primary contact for inquiries via phone, email, and chat, streamlining communication.
- Resolved customer issues proactively, facilitating timely follow-up to enhance satisfaction.
- Collaborated with sales, supply chain, and technical teams to address issues and optimize processes.
Education
High School Diploma - General Studies
FORT WORTH DUNBAR HIGH SCHOOL
Fort Worth, TX01-1998
Skills
- Scheduling
- Forecasting
- Real-time monitoring
- Intraday management
- SLA monitoring
- WFM platforms
- Shift optimization
- Capacity planning
- Excel expertise
- Google Sheets
- BI tools
- Process optimization
- Cross-functional collaboration
Core Skills
Scheduling, Shift optimization, Forecasting, Capacity planning, Real-time adherence, Intraday management, SLA monitoring, KPI tracking, Performance dashboards, Trend analysis, Root-cause analysis, WFM platforms (Verint, NICE, Kronos), Excel (pivot tables, VLOOKUP), Google Sheets, BI tools (Tableau/Power BI), Ticketing systems, Cross-functional communication, Operations partnership, Process improvement
Timeline
Scheduling Coordinator
Johnson Controls
06.2024 - Current
WFM Real-Time Coordinator
Amazon
01.2024 - 06.2024
WFM Real-Time Coordinator
Block Inc.
06.2021 - 08.2023
Senior Customer Service Rep (Various Roles)
Cardinal Health
05.2014 - 06.2021
High School Diploma - General Studies
FORT WORTH DUNBAR HIGH SCHOOL