Jackie Michaux

Train incoming specialist and acclimate them to workforce. Help coach and develop specialist to reach their optimum performance. Supervise the productivity of the team and make sure expectations are being met. work as a liaison between management and specialist.

• Collaborated with department leaders to ensure accurate staffing and to formulate efficient strategies.
• Create scheduling solutions for departments that account for demands as well as exceptions.
• Time Editing, conduct audits to guarantee accuracy when editing payroll.
• Work as a team to complete daily functions such as, processing call offs, sending out daily reports , assisting team members and following up email request sent to WFM.
• Discover new best practices to enhance staffing following labor agreements and agree to all ethical and equity when managing the schedule process.

• Managed overtime, shift swaps, breaks and PTO requests.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Analyzed historical and actual staff behavior to ascertain and address employee challenges.
• .Monitored all real time activities of over 1500 agents such as trainings, coaching's and meetings.
• Conducted real time analysis of all metrics for 15 different lines of business such as forecasting, average handle time, volume and occupancy.

• Trained new team members by relaying information on company procedures and safety requirements, which resulted in passing secret shopper scores of 85 percent or better.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.