Linda Kenny
Denver,US
Summary
Manager, WFM with 15+ years of experience in workforce management and strategic planning. Proficient in Microsoft Excel, critical thinking, and data analysis, with a strong focus on optimizing workforce strategies and enhancing operational efficiency. Known for effective communication, adaptability, and fostering team collaboration to drive performance improvements and achieve organizational goals.
Overview
33
33
years of professional experience
Work History
Planning Analyst, WFM
Empower
Denver, CO
02.2021 - 02.2024
- Forecast contact volume and staffing needs with 95%-104% accuracy, ensuring optimal workforce allocation.
- Maintain workforce system schedules and statistical data to meet operational needs.
- Collaborate with management to address staffing challenges and develop effective solutions.
- Analyze key metrics and trends to recommend steps for improving efficiency and service levels.
- Facilitate stakeholder meetings to present functional requirements and results clearly.
- Forecast contact volume and staffing needs with high accuracy, driving operational efficiency and resource optimization across the organization.
- Partner with supervisors and management to develop innovative solutions for staffing challenges, enhancing team performance and productivity.
- Analyze key metrics and trends, recommending strategic improvements to boost efficiency and effectiveness in workforce management.
- Lead cross-functional meetings, presenting complex data and functional requirements to drive improved performance and stakeholder alignment.
- Maintain workforce systems with precision, ensuring accurate schedules, statistical information, and timely responses to organizational needs.
- Optimize workforce allocation through precise forecasting of contact volume and staffing needs, driving operational efficiency across the organization.
Manager, WFM
SYKES, Inc
Denver, CO
12.2016 - 02.2021
- Led a team of 7 schedulers, managing forecasting, capacity planning, and scheduling for 8 client accounts.
- Developed Planning Analyst/Scheduler roles, enhancing WFM brand as strategic business partners.
- Coordinated with business leaders for seasonal staffing increases of up to 3000% within 30 days.
- Achieved year-over-year forecasting accuracy of 105% to actuals through volume forecasting and capacity planning.
- Optimized workforce management strategies for 8 client accounts, overseeing 1500-2000 employees during peak periods, achieving 105% forecast accuracy.
- Fostered partnerships with HR and talent acquisition to orchestrate seasonal staffing increases up to 3000% within 30 days, ensuring operational readiness.
- Spearheaded development of WFM brand as strategic thought partners, elevating Planning Analyst roles through targeted education and positioning.
- Drove operational excellence through precise volume forecasting and capacity planning, consistently meeting or exceeding client expectations.
- Pioneered scheduling strategies for virtual environments, enhancing flexibility and efficiency across diverse client accounts.
Planning Analyst, WFM
SYKES, Inc
Denver, CO
10.2012 - 12.2016
- Aligned staffing with workload patterns, planned schedules, and maintained accurate staffing data.
- Created optimal schedules for new hires and current staff, supporting multi-site, multi-channel environments.
- Reviewed scheduling efficiency, recommended short-term and long-term planning for extra hour needs and shift changes.
- Optimized staffing strategies for multi-channel contact centers, leveraging data trends to enhance service levels and operational efficiency.
- Developed innovative scheduling solutions, aligning workforce with workload patterns to maximize occupancy and meet service objectives.
- Partnered cross-functionally to refine long-range staffing plans, contributing to strategic decision-making and performance reporting.
- Conducted thorough analyses of scheduling efficiency, providing actionable recommendations for shift alignments and resource allocation.
- Pioneered adaptive staffing models, integrating multi-site and multi-skilled environments to drive operational excellence and customer satisfaction.
- Analyzed workload patterns to optimize staffing strategies, enhancing service levels and operational efficiency in multi-channel contact centers.
Senior Intra-Day Analyst, WFM
Alpine Access
Denver, CO
03.2011 - 10.2012
- Monitored intraday call traffic and staffing to meet service level goals using WFM and ACD software.
- Managed real-time client impacts on call volumes and staffing, ensuring optimal resource allocation.
- Conducted trend analysis to identify root causes and troubleshoot issues related to telephony and other factors.
- Ensured compliance with escalation protocols and resolved production-affecting events promptly.
- Optimized real-time staffing and call traffic monitoring, ensuring service level goals for ABR, utilization, and SL were consistently met.
- Managed client impacts on call volumes and staffing levels using WFM and ACD software, driving operational efficiency and customer satisfaction.
Team Lead, Support Admin, Flex-Recruiter
Alpine Access
Denver, CO
12.2009 - 03.2011
- Launched programs for two national companies, managing both campaigns concurrently.
- Oversaw daily team management, ensuring compliance with schedules and tracking metrics.
- Improved productivity through creative solutions and provided QA feedback.
- Coordinated hiring processes from recruitment to training with AAU staff.
- Maintained program operations during AM's absence, attending weekly client calls.
Escalations/Support Staff, Flex-Trainer, Supervisor, Customer Care Professional
Alpine Access
Denver, CO
01.2007 - 12.2009
- Responsible for analyzing agent performance based on designated key performance metrics and managing individual and team performance.
- Supervising sales and customer service activities and real-time staffing of agents in a virtual work environment.
- Handling escalation calls and overseeing all aspects of the customer service setting including taking customer calls, agent support, attending weekly client meetings, providing QA review, feedback and coaching.
- Team Handling - including monitoring and enforcing agent availability, bounced call rate, ABR, Occupancy, AHT, compliance/adherence, and utilizing the AA web center reports links and GMT system.
Professional Court Reporter
Crane-Snead & Associates
Richmond, VA
05.1991 - 04.2005
- Responsible for taking verbatim dictation at speeds of up to 250 words per minute of all proceedings in the Circuit Court of the City of Richmond criminal and civil divisions utilizing Stenograph shorthand machine.
- Duties included transcribing shorthand notes into English under strict legal deadlines, real-time writing, exhibit safekeeping, and instant read back of steno notes upon Judges' or attorneys' requests.
Education
Associate of Science - Court Reporting
Mile High College
Denver, CO07-1991
Skills
- Data analysis
- Interpersonal skills
- Team collaboration
- Critical thinking
- Adaptability
- Capacity Planning
- Workforce Planning
- Attention to Detail
- Microsoft Excel
- Logistics optimization
- Production scheduling
- Financial forecasting
- Client relationship development
- Report writing
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Reliability
- Multitasking Abilities
- Excellent communication
Timeline
Planning Analyst, WFM
Empower
02.2021 - 02.2024
Manager, WFM
SYKES, Inc
12.2016 - 02.2021
Planning Analyst, WFM
SYKES, Inc
10.2012 - 12.2016
Senior Intra-Day Analyst, WFM
Alpine Access
03.2011 - 10.2012
Team Lead, Support Admin, Flex-Recruiter
Alpine Access
12.2009 - 03.2011
Escalations/Support Staff, Flex-Trainer, Supervisor, Customer Care Professional
Alpine Access
01.2007 - 12.2009
Professional Court Reporter
Crane-Snead & Associates
05.1991 - 04.2005
Associate of Science - Court Reporting
Mile High College