Jeffrey Altimairo
Workforce Management Analyst- Scheduling Supervisor
Williamstown,New Jersey
Summary
Adept individual with more than 18 years Workforce Management experience excited at the opportunity to move into a permanent supervisory role within the Reporting and Analytics Team.
My ability to multi-task within the current WFM dynamic I already possess a good working knowledge and understanding of forecasting philosophies, and metrics already being utilized at Enclara. My tenure within the organization has afforded me the opportunity to build relationships with all members of current leadership, and also allowed me a rare opportunity to be present for the genesis of many of the systems and process initiatives in practice today
I currently serve the point of contact for Telecom and Business Applications for all Verint, or Avaya related issues due to my extensive knowledge of these tools. In addition I also participated in the installation of the current versions of both system supporting out IT deparment and continue to provide feedback as requested.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
WFM Analyst - Scheduling Supervisor
Enclara Pharmacia
Philadelphia , PA
03.2019 - Current
- Currently overseeing schedule operations for all Patient Care Operations (PCO) within Enclara's organizations which includes over 300 associates.
- Optimized labor spending utilizing scheduling software to efficiently position schedules to reduce reliance on overtime support.
- Routinely partnering with Sr. Leadership to ascertain new projects and future initiatives that may require additional labor support for our business channels.
- Work closely with Telecom, and Business Applications partners to help maintain call center data systems (Verint, Avaya Contact Center). Providing first hand technical support and troubleshooting as needed.
- Chair weekly meetings with all levels of Call Center Leadership. Meetings are including but not limited to daily review of operation performance, recruitment initiatives, and staff planning around future business models.
- My current role as a scheduling supervisor also includes all of the tasks and items included in my prior work history noted below.
WFM - Scheduling Analyst
Enclara Pharmacia (formerly ExcelleRx Inc)
Philadelphia , PA
08.2008 - 03.2019
- Maintained scheduling for all pharmacist teams at optimal levels to ensure establish service goals are achieved.
- Vacation administration both bi-annually and annually time off bids. In addition regular processing of ad hoc time off requests, as well as shift trades between team members
- Performed routine analysis of schedules to identify where adjustments opportunities exist and new schedule offering(s) (short-term, and long-term) should be made available to help support business needs
- Provided regular support to Intraday Administration by assisting our Real-Time analysts in day to day monitoring, and troubleshooting irregularities in captured data within call center systems.
- Payroll administration for all call center teams. Including punch adjustments, time off entry, and closure of timecards on a bi-weekly payroll schedule.
- Created reports to track and review weekly overtime hours recruited to provide comparison between actual overtime payout via payroll reports for all call center teams.
Education
No Degree - Computer Science
Community College of Philadelphia
Philadelphia, PA 09.2003 - 01.2005
High School Diploma -
Roman Catholic High School
Philadelphia, PA 09.1991 - 06.1995
Skills
Verint Forecasting & Scheduling versions 46 through 151
undefinedTimeline
WFM Analyst - Scheduling Supervisor
Enclara Pharmacia
03.2019 - Current
WFM - Scheduling Analyst
Enclara Pharmacia (formerly ExcelleRx Inc)
08.2008 - 03.2019
No Degree - Computer Science
Community College of Philadelphia
09.2003 - 01.2005
High School Diploma -
Roman Catholic High School
09.1991 - 06.1995
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