James F. O'Brien

Progressive Insurance

Riverview

12.2004 - Current

Utilized scheduling software, Verint, to optimize team workflows and resources. Approved schedule changes based on staffing levels.
Evaluated call center trends and modified allowable PTO to maintain optimal business coverage in relation to call volume.
Communicated overtime to consultants to help with increased call volume, and inversely approved dock time, saving the business money during down times by reducing staff levels.
Utilized Workforce Management SharePoint to support customer service representatives efficiently. Processed training rescheduling requests, time-off modifications, and various scheduling inquiries promptly.
Maintained accurate records by reviewing the attendance hotline. Applied PTO, FMLA, or other unscheduled absence codes to the employee's schedule in Verint, then updated the attendance database, which sends a notification to their supervisor.
Scheduled team meetings, continuing education (CE), and coaching sessions to enhance career development. Reviewed intraday staffing figures to schedule such offline meetings to reduce strain on our customers, and consultants.
Responded quickly to any emergency staffing requirements or last-minute schedule adjustments, scheduling company-wide initiatives, and celebration events.
Worked closely with leadership on attendance inquiries, delivering sensitive information to promptly address behaviors.

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