Dynamic professional with over 25 years of experience in workforce management and contact center leadership, specializing in analytical support, project management, and operational excellence. Proven ability to lead teams effectively while fostering a culture of collaboration and continuous improvement. Seeking a challenging role to leverage technical expertise and strong leadership capabilities to drive organizational success and enhance overall performance. Committed to delivering innovative solutions that meet business objectives and elevate customer satisfaction.
Hi, I’m
Tiffney Spicer
Longwood,USA
Summary
Overview
25
years of professional experience
1
Certification
Work History
HopSkipDrive
Manager, Workforce Management
04.2025 - 10.2025
Job overview
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed and implemented strategic initiatives to improve performance and drive growth.
- Oversaw budget management, optimizing resource allocation for maximum impact.
- Collaborated with staff, fostering professional development and enhancing team capabilities.
- Cultivated strong relationships with stakeholders to support organizational objectives.
- Analyzed market trends to inform decision-making and strategic planning efforts.
- Performed capacity planning and resource allocation to accommodate future growth while maintaining optimal network performance levels.
- Conducted regular capacity planning exercises to ensure appropriate resource allocation based on current usage trends and anticipated future needs.
EverService
Senior Manager, Workforce Management
12.2021 - 12.2024
Job overview
- Analyze and provide multi-million-dollar call forecast and hourly budgets for both internal staff and outsource staff.
- Perform as needed analysis pertaining to the staffing need and optimization to ensure requirements were met based on workload.
- Calibrate with other Senior Management/ C-level and Finance on process efficiencies for Healthcare, Home Services and Legal services {6K + individual client needs}.
- Perform as a Vendor Liaison for ASPECT and ProScheduler Scheduling/Quality platforms as well as system/platform Administrator.
- Manage a team of forecasters, schedulers and real-time analytics that oversee the remote staff across the continental US and multiple outsource locations containing 500+ employees that covers 24/7 – 365 days operations.
- Create interval, daily, weekly, and monthly reporting for all major KPI metrics for MOS and use in executing optimization plans using both excel and SQL.
- Monitored outsource vendor outputs against contracts to ensure contractual obligations were met or financial repercussions were executed.
- Led cross-functional teams to align operational strategies with organizational goals.
- Developed and implemented process improvement initiatives, enhancing efficiency and reducing costs.
- Mentored junior managers, fostering professional development and promoting a culture of continuous improvement.
- Oversaw budget management, ensuring financial objectives were met through effective resource allocation.
Equity Lifestyle Properties
Workforce Optimization Manager
10.2019 - 12.2021
Job overview
- Forecasting and Analysis - responsible for maintaining, updating, and enhancing staffing models and databases to effectively manage and forecast staffing requirements according to staffing budgets for multiple call centers.
- Analyze monthly department budgeting and accounting reports to maintain expenditure controls.
- Perform as needed analysis pertaining to the staffing need and optimization to ensure requirements were met based on workload.
- Calibrate with Senior Management to balance staffing and process efficiencies on both membership services, sales, and transient transactions.
- Partner closely with Finance counterparts to ensure staffing models and recommendations are in line with approved multi-million-dollar budgetary alignments.
- Perform as a Vendor Liaison for Telephony and Scheduling platforms (FIVE9 and Verint) as well as system/platform Administrator.
- Perform telephony engineering and administration for Cloud based telephony/scheduling system.
- Oversaw budget management, ensuring cost-effective operations while maximizing asset value.
- Analyzed market trends to inform strategic planning and investment decisions for property enhancements.
- Fostered relationships with vendors, negotiating contracts that reduced costs while maintaining quality services.
- Enhanced network performance by implementing/writing advanced telephony routing protocols and traffic engineering techniques.
Sears (Transform) Home Improvement
Workforce Planning Manager
08.2018 - 10.2019
Job overview
- Forecasting and Analysis - responsible for maintaining, updating, and enhancing staffing models and databases to effectively manage and forecast staffing requirements for field sales team.
- Analyze monthly department budgeting and accounting reports to maintain expenditure controls.
- Perform as needed analysis pertaining to the staffing need and optimization to ensure requirements were met based on workload.
- Calibrate with Senior Management, National Field Leadership/Sales/Operations and Distribution to balance staffing efficiencies on both front end and back-end sales transactions.
- Partner closely with Finance counterparts to ensure staffing models and recommendations are in line with approved multi-million-dollar budgetary alignments.
- Perform project management duties as needed with other Senior Leaders to optimize sales and revenue growth.
- Mentored cross-functional teams on best practices in project management and resource allocation.
- Led strategic planning initiatives to align business objectives with operational capabilities.
- Developed and implemented process improvement strategies to enhance efficiency across departments.
Vistana
Forecasting Lead
09.2017 - 08.2018
Job overview
- Forecasting and Analysis - responsible for maintaining, updating, and enhancing staffing models and databases to effectively manage and forecast call volume and staffing.
- Analyze monthly department budgeting and accounting reports to maintain expenditure controls.
- Perform as needed analysis pertaining to the staffing need and optimization to ensure service level agreements and requirements were met based on workload.
- Successfully created multiple tools to expedite data validation and merge numerous data sources to locate and eliminate discrepancies.
- Calibrate with Senior Management and Operations to offer assistance and recommendations on staffing efficiencies.
- Partner closely with Finance counterparts to ensure staffing models and recommendations are in line with approved multi-million-dollar budgetary alignments.
- Perform leadership duties for a team of 5 Real - Time Workforce Analyst and 2 Scheduling Analyst.
Wyndham Vacation Ownership
Capacity Planning Lead
01.2014 - 09.2017
Job overview
- Manage a team of Long-term forecasting analyst as a Supervisor/Lead.
- Forecasting and Analysis - responsible for maintaining, updating, and enhancing staffing models and databases to effectively manage and forecast call volume and staffing requirements for variable labor in 17 + departments containing 650+ agents.
- Perform as needed analysis pertaining to the staffing need and optimization to ensure service level agreements and requirements were met based on workload.
- Successfully created multiple tools to expedite data validation and merge numerous data sources to locate and eliminate discrepancies.
- Calibrate with Senior Management and Operations to offer assistance and recommendations on staffing efficiencies.
- Partner closely with Finance counterparts to ensure staffing models and recommendations are in line with approved multi-million-dollar budgetary alignments.
- Create, maintain, and enhance several models and databases to manage call volume and staffing performance.
- Serve as a SME for best practices and process documentation for the larger Workforce team in Real Time, Scheduling, Short term forecasting.
- Provide analytical support in SWOT analysis to drive cost efficiencies and savings.
- Processes Improvement - Recommend and support process improvement opportunities to optimize staffing requirements and minimize variable labor expenditures.
JP Morgan Chase
Workforce Management Process Lead: Projects and Analytics
07.2000 - 01.2014
Job overview
- Began as a Customer Service Advisor, promoted to Business Specialist, then promoted to Process Specialist/Lead.
- Successfully managed the staffing, service level, utilization, and payroll files of up 50+ Departments and 4,000+ agents.
- Serve as the Resource Management lead for a team of five and team of three that partnered with multiple phone and non-phone groups, including functioning as the SME for the installation and execution of work force management software/tools.
- Provided Project Management/Team Lead expertise during all phases of project planning and implementation.
- Significantly increased multiple phone units' FTE/inbound account worked through improved modeling, control reporting and client engagement.
- Forecasting and Analysis - responsible for maintaining, updating, and enhancing staffing models and databases to effectively manage and forecast call volume and staffing needs.
- Performed comprehensive data analysis to identify key staffing and call volume trend patterns and supporting the monthly forecasting process.
- Provided recommendations on cost/loss optimization through effective staffing and workforce management.
- Produced variable labor financial forecasts for multiple departments encompassing a multi-million-dollar budget.
- Performed comprehensive statistical analysis to develop strategic recommendations.
- Regularly partnered with other teams to ensure that data coming from multiple sources was validated to ensure model accuracy.
- Effectively communicated Workforce and Call Center operation trends at team and individual levels to Manager and Site Directors.
- Developed ad-hoc reports to analyze data and special requests by departments and senior management to support the management of variable labor.
- Determined training requirements for new products and delivery platform Team leads and Associates.
- Led process improvement initiatives, enhancing operational efficiency and reducing turnaround times.
- Developed training programs for staff, fostering skill enhancement and knowledge retention across teams.
Education
Western International UniversityChicago, IL
Associates of Arts from Business
05.2010
University Overview
Skills
- Microsoft Access
- Excel
- Project
- PowerPoint
- SQL
- Oracle
- VBA
- Crystal Reports
- Business Intelligence
- PeopleSoft
- IEX
- TCS
- Alvaria/Aspect
- Blue Pumpkin
- Customer service
- Genesis
- Team leadership
- Verint
- Time management
- PAT
- Decision-making
- Cisco
- Complex Problem-solving
- Avaya/CMS
- Staff training and development
- Five9
- Twilio
- Startel
- Six Sigma Yellow Belt
- Forecasting
- Scheduling
- Real-Time Management
- Vendor WFM Support
Certification
- Management & Leadership Skills: Impact & Influence, Expert
- Management & leadership skills: Planning & execution, Proficient
- Call Center School - Mastery
Availability
See my work availability
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tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager, Workforce Management
HopSkipDrive
04.2025 - 10.2025
Senior Manager, Workforce Management
EverService
12.2021 - 12.2024
Workforce Optimization Manager
Equity Lifestyle Properties
10.2019 - 12.2021
Workforce Planning Manager
Sears (Transform) Home Improvement
08.2018 - 10.2019
Forecasting Lead
Vistana
09.2017 - 08.2018
Capacity Planning Lead
Wyndham Vacation Ownership
01.2014 - 09.2017
Workforce Management Process Lead: Projects and Analytics
JP Morgan Chase
07.2000 - 01.2014
Western International University
Associates of Arts from Business