Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Jocelyn Newsom

Jocelyn Newsom

Englewood,OH
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates

Summary

Goal-driven Analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Over 29 years of experience in Call Center environment.

Overview

31
31
years of professional experience

Work History

Call Center Analyst

CareSource
Dayton, Ohio
03.2019 - 11.2023
  • Conducted thorough analysis of historical data to forecast future workload and staffing requirements.
  • Developed and maintained accurate capacity models to support strategic planning and decision-making.
  • Collaborated with cross-functional teams to understand business goals and align staffing plans accordingly.
  • Monitored and adjusted staffing levels to meet service level targets and operational objectives.
  • Provided regular reports and insights to leadership, highlighting trends and areas for improvement.
  • Converted data into graphs and charts, providing insight into business operations and results.

Workforce Analyst

CareSource
Dayton, Ohio
03.2015 - 03.2019
  • Supported Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, Intraday, Shrinkage, and Reporting Analytics.
  • Monitored real-time reports from ACD and workforce management system to ensure staff productivity and utilization.
  • Maintained and updated schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
  • Reviewed and approved agent time off and schedule change requests.
  • Developed, analyzed, and delivered WFM and Contact Center reports, providing insights and lessons learned from prior periods.
  • Communicated call center performance to all levels of leadership.
  • Developed staffing schedules to ensure optimal utilization of resources.

Workforce Planning Operations Specialist

GE Capital Retail Finance
Urbana
10.2004 - 05.2014
  • Utilize Verint to track and facilitate employee schedule changes, illness, personal business, and vacation/holiday time
  • Process employee requests for time off
  • Make recommendations and decisions about scheduling and shift changes
  • Schedule and plan meetings, trainings and off-phone activities
  • Analyze current call volume versus staffing and handling time components, and make recommendations to offer, limit or suspend off-phone activity
  • Create reports for feedback to associates regarding general exceptions and adherence in timely fashion
  • Provide real-time monitoring of Verint and CMS/Webview for agent check-in and service level assurance and make recommendations to meet service level goals
  • Communicate with Tactical Operations Center and Telecommunications and business leaders regarding call volume, service levels and system issues/outages
  • Ensure that scheduling and productivity data is accurately collected and communicated in a timely fashion
  • Ensure timecards are coded properly in Kronos and submitted on time for payroll run
  • Work with management, Human Resources, FMLA and Disability Center to update and track employee's FMLA, WAFI balances in Kronos
  • Work with employee, management and Human Resources to resolve questions regarding schedules, productivity, timecard/pay and FMLA issues
  • Produce Call Center daily, weekly, monthly and Ad Hoc reporting.

Client Services Representative

GE Capital Finance
Kettering
11.1992 - 10.2004
  • Provided outstanding customer service and built relationships with Retail Finance clients and providers by accurately, effectively, and consistently handling their telephone inquiries
  • Reviewed and analyzed credit applications and credit bureau information to make credit decisions and credit line increases in compliance with credit policy guidelines
  • Communicated with clients/providers and sales team the decisions made in processing credit requests.

Education

Urbana University

Data Analytics

Sinclair Community College, Dayton, OH

Skills

  • Proven experience in Workforce Management, Capacity Planning and Staff Planning
  • In-depth knowledge of workforce management principles and practices
  • Strong working knowledge of NICE/WFM, Verint, Kronos, Avaya and Genesys Decisions
  • Strong analytical skills with the ability to interpret data and make data-driven recommendations
  • Excellent communication skills, both written and verbal
  • Experience working with cross-functional teams to achieve common goals
  • Strategic thinker with the ability to align staffing plans with overall business objectives
  • Detail-oriented and organized with a focus on accuracy
  • Proficient in Microsoft Office applications

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Call Center Analyst - CareSource
03.2019 - 11.2023
Workforce Analyst - CareSource
03.2015 - 03.2019
Workforce Planning Operations Specialist - GE Capital Retail Finance
10.2004 - 05.2014
Client Services Representative - GE Capital Finance
11.1992 - 10.2004
Urbana University - ,
Sinclair Community College - , Data Analytics

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Jocelyn Newsom