James Schaefer
Aurora,CO
Summary
Experienced workforce management professional. Proven ability to analyze data, forecast volume and staffing needs, and optimize workforce productivity. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in scheduling, reporting, and utilizing workforce management software. Reliable, adaptable, and results driven.
Overview
24
24
years of professional experience
Work History
WFM Forecaster
Mass Mutual
03.2022 - Current
- Short Term Forecasting and Scheduling for Voice, Chat and Email
- Enact process improvements after monitoring forecasting and scheduling processes
- Prepare comprehensive reports for executive leadership, summarizing workforce insights and trends
- Analyze historical and actual staff behavior to ascertain and address employee challenges
- Identify skill gaps within organization and recommended targeted development initiatives
- Facilitate cross-functional meetings to discuss workforce challenges, solutions, and progress updates
- Analyze workforce data to identify trends and make recommendations for improvements
WFM Analyst II/Scheduler
Anthem
07.2017 - 03.2022
- Coordinated schedules aligned with projected call volumes.
- Conduct gap analysis to ensure coverage is optimal
- Provided insights on adherence, AHT, ASA, shrinkage, and resource allocation based on trend analysis.
- Performed root cause analysis to identify performance gaps.
- Collaborated with RTA and manager regarding day-to-day job functions
- Short term forecasting
Senior Analyst WFM
Eventus Solutions Group
04.2017 - 07.2017
- Forecasting and scheduling in NICE/IEX Totalview for multi-site environment
- Historical analysis of call volume, forecast accuracy, AHT and shrinkage
WFM/Business Analyst
Maximus
07.2015 - 04.2017
- Long and short term forecasting and scheduling in NICE/IEX Totalview
- Implemented NICE WFM/Webstation into Colorado site
- Direct and implement changes in personnel utilization and strategic direction, across multi-site environment
- Create/maintain employee profiles in Cisco, NICE and Pipkins
- Owner of weekly Executive Report consisting of key performance metrics, trends/issues identified, and potential solutions
- Conduct analysis and make recommendations regarding trends in real-time and historical call volume, employee performance, attrition and shrinkage
- Build collaborative relationships between client, contact centers, operations, training, human resources and capacity planning
WFM Intraday Analyst
Charles Schwab
05.2014 - 07.2015
- Executed real-time staffing adjustments to optimize customer experience.
- Reported findings on contact center data covering resource allocation, staff effectiveness, and call metrics.
Tech Project Manager II (Remote) – Call Center Infrastructure
Sprint
05.2013 - 11.2013
- POC for Citrix Global Group management
- Owned Citrix Global Group audit process of over 15k users
- Primary contact for new site builds and decommissions – creation of Global Groups, ensuring server capacity is adequate or if funding is necessary
- Led and managed resolution of IT tickets related to Citrix Global Groups.
Care Triage Problem Management Supervisor
Sprint
06.2011 - 05.2013
- Managed executive escalations – identify fail point and provide solutions in order to resolve customer complaints
- Supervised team of 8 project managers responsible for handling unique project submissions.
Workforce Management Analyst II
Sprint
Warren, NJ
12.2007 - 06.2011
- Forecasting and scheduling for 13 customer vendor care sites for Virgin Mobile and Boost Mobile
- Conduct real-time staffing allocation and routing changes to ensure balance between brand and LOB goals
- Business owner of all Boost Mobile profiles
Business Wireless Technical Support Supervisor
Sprint
Englewood, CO
11.2006 - 12.2007
- Led a team handling technical support operations for business wireless services, covering devices like PDAs and connection cards.
- Monitored and met business targets across key metrics like service levels, staffing, and queue management.
Supervisor
Corporate Express
Aurora, CO
03.2006 - 11.2006
Supervisor
Sprint Nextel
Englewood, CO
03.2001 - 03.2006
Education
B.A. - Business Management
University of Phoenix Online
08.2006
Skills
- Forecasting
- Workforce planning
- Scheduling optimization
- Workforce management tools
- Maintaining service levels
- KPI monitoring
- Compiling data
- Managing schedules
- Cross-functional coordination
- Data analysis
- Analyzing patterns
- Problem-solving aptitude
- Staffing requirements
System Proficiencies
- Genesys
- CCPulse
- DCCM
- Intradiem
- Cisco ICM/CCE Admin
- Avaya CMS
- NICE IEX
- Pipkins
- Citrix
Timeline
WFM Forecaster
Mass Mutual
03.2022 - Current
WFM Analyst II/Scheduler
Anthem
07.2017 - 03.2022
Senior Analyst WFM
Eventus Solutions Group
04.2017 - 07.2017
WFM/Business Analyst
Maximus
07.2015 - 04.2017
WFM Intraday Analyst
Charles Schwab
05.2014 - 07.2015
Tech Project Manager II (Remote) – Call Center Infrastructure
Sprint
05.2013 - 11.2013
Care Triage Problem Management Supervisor
Sprint
06.2011 - 05.2013
Workforce Management Analyst II
Sprint
12.2007 - 06.2011
Business Wireless Technical Support Supervisor
Sprint
11.2006 - 12.2007
Supervisor
Corporate Express
03.2006 - 11.2006
Supervisor
Sprint Nextel
03.2001 - 03.2006
B.A. - Business Management
University of Phoenix Online
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