Steve Tourek

Managed capacity planning for all groups within Customer Experience, including as many as 300 agents across Customer Service, Claims and Trust & Safety. Developed and maintained detailed CS historical reporting. Handled tactical forecasting and oversaw scheduling, all without aid of WFM software. Advised CX leadership on all issues relating to staffing, hiring and labor costs.

Forecaster and scheduler for a wide variety of lines of business and call queues in two stints totaling 8 1/2 years over a 12 year period. Utilized NICE/IEX and offline analysis to achieve high levels of forecast accuracy for Roadside Assistance, Membership and Insurance for several AAA component clubs. Contributed annually to the capacity planning and budget process for the company.