Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sporty Jones

Workforce Management
Mount Laurel,NJ

Summary

Experienced workforce management leader dedicated to the successful operation of the call-center environment and the development of workforce management staff members; building educational programs to improve business processes and support quality call-center performance. Strengths in leadership with an aptness to motivate and support staff members to achieve business objectives; detail oriented and articulate communicator; adept at managing time, multiple priorities and project management. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 20+ years of experience in workforce assessment.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Workforce Management Analyst II

Wedgewood Pharmacy
01.2019 - 05.2024
  • Develop and submit various reports, including detailed forecasts, plans, schedules, and performance, both in advance and in review
  • Maintain tracking database, analyze trends and make recommendations to management
  • Monitor agent productivity and provide feedback to management
  • Oversee and monitor real-time call activity at various call centers and make necessary staffing adjustments
  • Work directly with department head on strategic planning and new business implementation and forecasting.
  • Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
  • Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
  • Established clear communication channels among staff members regarding scheduling updates or conflicts.

Manager, Workforce Management

Choice Home Warranty
09.2018 - 11.2018
  • Management oversight of 3 Analysts and 200 seat call-center
  • Manage call-center real-time adherence, staffing, forecasting, scheduling, productivity analysis, and overtime reduction
  • Communicated detailed analytics to Analysts, Business Partners and Sr
  • Leadership Team for strategic real-time business management
  • Accomplishments: Offset the cost of overtime by 10% on average.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Accomplished multiple tasks within established timeframes.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.

Workforce Management Supervisor

Comcast
06.2015 - 09.2018
  • Management oversight of 24/7, 30,000 seat call-center and 12 Workforce Analysts
  • Ensured site and vendor performance was routinely monitored across Comcast National Center of Excellence contact center footprint
  • Reviewed staffing models to determine and establish appropriate staffing requirements to meet volume and service level agreements
  • Gathered and analyzed contact center data, including call volume, handle time and service levels
  • Accomplishments: Developed quality assurance measures and metrics to track analysts performance.

Manager, Workforce Management

Iron Mountain
04.2014 - 06.2015
  • Management oversight of 20 Real-Time Analysts and 1,000 seat call-center
  • Manage force modeling, sizing for segment initiatives, changes in direction, channel design, call routing processes and workflow, forecast, interval staffing requirements, calculations of closed key and open line requirements, real-time call routing allocations and tactical adjustments
  • Schedule and forecast Analysts across domestic and international call-center locations in United States, India and Philippines
  • Analyzed call-center trends
  • Predict long and short-term staffing needs.

Workforce Management Analyst

Independence Blue Cross
05.2007 - 04.2014
  • Lead Real-Time Analyst, responsible for overseeing force modeling, sizing for segment initiatives, changes in direction, channel design, call routing processes and workflow and reporting to Leadership Team
  • Analyzed call-center trends
  • Predicted long and short-term staffing needs
  • Conducted data reporting and analysis activities to ensure efficiency and productivity of call-center
  • Created staffing models to determine and establish appropriate staffing requirements
  • Approved and assigned schedules of call-center staff
  • Recommended improvements to scheduling strategies
  • Trained staff on workforce management tools
  • Accomplishments: Developed and facilitated training for Agent WebStation.

Education

B.S. Business Management -

Wilmington University
Wilmington, DE
05.2025

Skills

  • Microsoft Word
  • Excel
  • PowerPoint
  • Outlook
  • IEX
  • Aspect eWFM
  • Blue Pumpkin
  • Scheduling Optimization
  • Workforce Planning
  • Forecasting Techniques
  • Statistical modeling
  • Microsoft Excel
  • Data Analysis
  • Capacity Planning
  • Problem-solving abilities
  • Interpersonal Skills
  • Goal Setting
  • Managing schedules

Certification

  • The Call Center School, Workforce Management, 2004
  • The Call Center School, Call-Center, 2004

Timeline

Workforce Management Analyst II

Wedgewood Pharmacy
01.2019 - 05.2024

Manager, Workforce Management

Choice Home Warranty
09.2018 - 11.2018

Workforce Management Supervisor

Comcast
06.2015 - 09.2018

Manager, Workforce Management

Iron Mountain
04.2014 - 06.2015

Workforce Management Analyst

Independence Blue Cross
05.2007 - 04.2014

B.S. Business Management -

Wilmington University

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