Joshua Bryant

• Created effective forecasts of Contact Center volume and staffing requirements
• Develops and maintains advanced planning models, tools, and techniques that enhance the quality and accuracy of forecast across multiple locations and channels (Phone/ Email/ Chat/ SMS/Contact Center financial back-office operations)
• Assisted in developing strategic long-term and short-term workforce management plans and preparing budgets and analyzing budget to actual variances
• Created, published and reported resource planning estimates and orders to multiple international call center locations
• Participated in forecast and staffing meetings with international operations teams to inform them of a 21-week staffing plan and made adjustments as needed according to forecast changes
• Prepared KPI reports and analyses in support of contact center workforce planning and budget variances
• Provided clear, in-depth technical analysis of demand activity, drivers and variances
• Worked with leadership for adjustments to scheduling process and center allocation strategy
• Perform various ad hoc analyses; formulated conclusions and presented conclusions to management
• Using strong forecasting and technical knowledge, created system and process improvements to streamline processes and improve efficiency

• Responsible for overseeing workforce management scheduling, reporting and auditing functions
• Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, site, and enterprise levels
• Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
• Assisted in the management of overtime and voluntary time off (VTO) for Operations leadership
• Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences
• Audit and maintain the integrity of data in eWorkforce Management and related databases

*Accolade at bottom

• Provided frontline support for Call Center Systems, WFM, ACD and Web Administration
• Implemented data collection and forecasting for new contact types for CX-One Omni-channel technologies, specifically SMS and Chat functionality
• Provided training, evaluate performance, prepare monthly statistic reporting and audit web portal claimant administrators to ensure quality and consistency throughout the back office channel claim cycle
• Administration of setup and utilization of WFM software and ACD reporting for new omni-channel experiences.
• Collected, analyzed, and reported historical call center and agent performance statistics through personally crafted dashboard solutions.
• Crafted and presented communication to new hires on schedule process for every new hire class.
• Organized intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Oversaw analysis and reporting of employee performance including schedule adherence

• Long term call volume and staffing forecasting
• Schedule management for 450+ employees
• Real-Time schedule adherence monitoring for 250+ employees in real time
• Conceiving and implementing staffing models that meet contractual obligation, including strategic planning in response to forecasted over or understaffing
• Providing necessary reporting to translate call center data into actionable statistics, either en masse, or for individualized assessment
• Strategizing growth in upholding contractually mandated key performance indicators
• Assisting various departments with maintaining records of employee performance/attendance
• Coordination with other Workforce Management departments from Xerox sites around the western hemisphere, to analyze and react to patterns in staffing due to changes in company policy, changes in call types to the different sites, and local or regional legislation

• Coordinated business meetings and seminars in the Executive Meeting Center
• Installed and maintained audio/visual equipment for various types of gatherings
• Delivered food and drink orders to the banquet kitchen
• Planned and organized event décor based on the needs of clientele
• Distributed cleaning instructions to the housekeeping staff
• Oversaw the preparation, execution, and completion of several simultaneous events

• Maintained accounts with nearly 100 businesses of varying industries
• Traveled statewide to audit financial and inventory reports
• Directed team of up to 50 auditors to manually compare and contrast businesses' liquid inventory to assumed assets
• Forecasting rates of clients' financial loss and gain

• Oversaw team of 5 Enumerators
• Improved reportable outcomes with additional checks and balance operations
• Planned efficient routes to households throughout all of Indianapolis and its outlying areas
• Responsible for accurately tracking time and mileage for reimbursement
• Conducted interviews with households that were participants in the 2010 Census
• Received commendation for accuracy and punctuality
• Coordinated translation services for non-English speaking households

• Built and executed thousands of Test Cases on DirecTV satellite set top box software
• Co-authored the Thomson Product Security website
• Configured a MAC address generator to assign an original MAC address to outgoing hardware
• Utilized a basic understanding of PERL and Python to migrate SQA testing to automation
• Adapted soldering and micro-soldering techniques for reparation of motherboard components