Megan McMillen
Orlando,FL
Summary
Detail-oriented and systematic professional well-versed in SQL and Micor Strategy and successful at utilizing diverse resources and analytical strategies to make effective decisions about workforce needs and maintain a successful contact center.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Workforce Management Administrator
Charter Communications
Maitland, FL
08.2017 - Current
- Oversee all aspects of Work Force Management for the largest Internet/Voice site in the Line of business
- Collaboration with Business Planning, Real-Time Traffic and WFM Planning Teams to achieve long term staffing plans and improve both efficiency and productivity within the operations
- Manages and provides strategic direction to site coordinators in the execution of segment entry for coaching's, meetings and trainings
- Maintains and audits all details of representative skilling
- Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
- Maintain long term staffing plans for 1000+ person headcount in multiple locations, tracking attrition, new hire classes and headcount targets
- Analyze agent schedules to provide supervisor shifts to optimize face-time
- Partner with traffic team management of overtime and voluntary time off (VTO)
- Optimize break and lunch scheduling to efficiently staff centers and achieve service levels
- Monitor real-time adherence and call statistics and communicate with management to ensure on-phone and off-phone activity is managed efficiently throughout the day
- Liaise with leadership regarding workforce management practices and initiatives
- Update leadership on staffing issues, performance measures, and call statistics
- Provide input on forecast projections and staffing requirements
- Provide daily reports on performance trends to Florida site leaders on KPI’s
- Collaborate with HR, recruiters and training managers through the new hire onboarding process
Resource Planning Management Scheduling Analyst
Wyndham Vacation Resorts
Orlando, FL
09.2011 - 01.2017
- Analyze trends and coordinate the reporting of information to various internal customers on a daily and weekly basis to assist in the short and long-term planning for the contact centers
- Liaison with local sites providing a resource, support, and communication between other departments as well as coordinate with all sites on operational issues impacting service level goals
- Forecast inbound calls and make overtime, off phone, and time off recommendations,
- Conduct break, lunch and time off optimization to ensure proper spacing between activities
- Generate recurring and ad hoc capacity planning reports
- Conduct shift bids
Education
Bachelor of Science - Psychology
University of Central Florida
06.2007
Tableau Phone Systems: Avaya, Cisco Micro Strategy Business Insights Accomplishments Six Sigma Yellow Belt Certification (Management -
And Strategies Institute
Skills
- Employment Data Tracking
- Report Preparation
- Procedure Compliance
- Networking and Partnership Development
- Database Maintenance
- Project Management
- Information Protection
- Microsoft Office
- Financial Analysis
- Complex Problem Solving
- Remote Conferencing and Communication
- Enterprise Resource Planning
- Strategic Planning
- Analytical and Critical Thinking
- Business Intelligence
Certification
·Six Sigma Yellow Belt Certification (Management and Strategies Institute)
Timeline
Workforce Management Administrator
Charter Communications
08.2017 - Current
Resource Planning Management Scheduling Analyst
Wyndham Vacation Resorts
09.2011 - 01.2017
Bachelor of Science - Psychology
University of Central Florida
Tableau Phone Systems: Avaya, Cisco Micro Strategy Business Insights Accomplishments Six Sigma Yellow Belt Certification (Management -
And Strategies Institute