Jonathan Bell
Orange City,FL
Summary
In-depth Workforce Management with 10 years of experience serving in the Banking and Communications field. Experienced in maintaining service level goals, building strong partnerships, and delivering operational impact in pursuit of the ideal staffing and scheduling requirements.
Experienced workforce management professional prepared for this role. Proven ability to analyze data, forecast 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
21
21
years of professional experience
Work History
Workforce Management Analyst (Capacity Planning and Forecasting)
PAYLOCITY
02.2025 - Current
- Prepare and present monthly capacity plan updates and reports to Senior leadership and other stakeholders.
- Manage and execute capacity planning activities on a monthly and quarterly basis.
- Develop and maintain models to forecast employee resource demand and supply.
- Serve as the point person and subject matter expert for all capacity planning inquires.
- Identify and initiate opportunities to improve capacity planning and related processes.
- Perform quality auditing and reporting of attendance, performance and payroll data.
- Audit and maintain the integrity of data in Verint, Five9 and other related databases.
- Partner with front office and Operations teams to develop, forecasts and share outcomes.
- Maintain procedures and related guidance materials for capacity planning.
- Analyze potential over-staffing/under-staffing conditions and adjust real-time staffing based on business needs.
Workforce Management
CHARTER SPECTRUM
03.2021 - 02.2025
- Led a team of representatives, ensuring consistent excellence in customer interactions and adherence to quality standards.
- Facilitated training sessions to guarantee compliance with established policies and procedures.
- Evaluated workforce requirements and implemented staffing adjustments to optimize call center efficiency.
- Collaborated with cross-functional teams to evaluate and enhance business practices, budget strategies, and employee satisfaction initiatives.
- Enhanced team performance by coaching and developing sound call flow-based techniques to consistently meet and exceed weekly and monthly activity targets.
- Conducted comprehensive analysis of agent performance metrics to identify improvement opportunities and provide actionable recommendations.
- Collaborated closely with HR department on recruitment efforts to attract top talent for the workforce management team.
- Achieved enhanced agent performance by effectively addressing concerns through active listening and prompt action. Cultivated a culture of feedback and recognition to drive motivation and engagement.
- Conducted interviews and partnered with human resources to streamline hiring processes for qualified candidates.
- Managed preparation and processing of legal documentation to ensure timely implementation of corrective actions.
- Coordinated weekly staffing meetings to assess performance metrics and guide departmental initiatives.
- Directed workforce management activities and set performance goals and objectives for center operations team.
Workforce Analyst
JP Morgan Chase & Company
08.2011 - 04.2021
- Utilize required excel skills as a stepping-stone into development of reports/forecast models using new digital finance tools.
- Responsible for real time monitoring of incoming call volumes, wait times, and agent availability to ensure all queues are adequately staffed to meet contractual service requirements, and internal occupancy targets.
- Continuous learning of long- and short-term forecasting processes for all groups to establish a baseline understanding of the business and key metrics.
- Review service levels to ensure proper staffing.
- Partner with upper management to make certain that schedule policies and procedures are in line.
- Determine if overtime is needed or if voluntary time off is required to meet service level.
National Strategic Accounts Manager
Verizon Wireless
05.2006 - 12.2010
- Managed five national accounts; designed and implemented sales initiatives that drove customer perception of Verizon Wireless as the market leader in the wireless industry.
- Served as single point of contact for issues and resolutions for new and existing customers.
- Conducted sales presentations for potential and existing customers; negotiated and completed the sale of wireless data services provided by Verizon Wireless.
- Maintained professional relationship between Verizon Wireless and Client by acting with Integrity and accountability in maintaining the confidentiality of Client’s information consistent with company and US Government policy.
- Provided quality customer service by assisting clients through analyzing, diagnosing, and solving current problems. Work with clients to prevent problems and issues from happening in the future.
Supervisor Financial Services
Verizon Wireless
02.2005 - 05.2006
- Managed and overseen a team of 13 collection agents.
- Trained and evaluated assigned employees through bi-weekly coaching.
- Investigated and resolved difficult and highly sensitive collections or receivables problems.
- Facilitated weekly staff meetings.
- Measured KPI’s like inbound calls, call waiting, and call abandonment.
- Reviewed employee timecard for submission accuracy.
- De-escalated consumer complaints by utilizing negotiation skills while protecting the integrity of the company.
Education
Associate of Science - Business Analytics
Seminole State College of Florida
Sanford, FL08.2027
Skills
- Strong verbal communication
- Strategic relationship management
- Statistical analysis
- Account initiation process
- Proficient in data analysis
- Report generation
- Proficient in Word
- Proficient in advanced Excel functions
- Data access management
- Presentation design
- eWorkforce management expertise
- Business intelligence reporting
- Superior research skills
- Project oversight
- Verint
- Five9
- Kronos
- Scheduling optimization
- Workforce planning
- Predictive analytics expertise
- Pattern analysis
- Structured report development
Timeline
Workforce Management Analyst (Capacity Planning and Forecasting)
PAYLOCITY
02.2025 - Current
Workforce Management
CHARTER SPECTRUM
03.2021 - 02.2025
Workforce Analyst
JP Morgan Chase & Company
08.2011 - 04.2021
National Strategic Accounts Manager
Verizon Wireless
05.2006 - 12.2010
Supervisor Financial Services
Verizon Wireless
02.2005 - 05.2006
Associate of Science - Business Analytics
Seminole State College of Florida