Tim G. Wiggins
Wiliamsburg
Summary
Operations and business systems leader with extensive experience in contact center operations, telephony systems, workforce planning, and performance analytics. Proven ability to translate business needs into system solutions, optimize processes, and deliver actionable insights to leadership. Strong background in cross-functional collaboration, reporting, and continuous improvement within high-volume, data-driven environments.
Knowledgeable in Business application configuration with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Overview
29
29
years of professional experience
Work History
Manager of Telephony and Workforce Planning
Adecco
Cincinnati, OH
05.2025 - Current
- Lead telephony operations including IVR design, call flow optimization, and routing strategy to improve service efficiency and customer experience
- Serve as liaison between operations, workforce teams, and system configurations to align business needs with technical solutions which increased efficiency and productivity
- Manage workforce planning functions including scheduling, forecasting, and capacity planning across Collections, Customer Service, and Loan Servicing increasing conformance 13%, and adherence 25% across all lines of business
- Develop and deliver recurring performance reporting (daily, weekly, monthly) covering key metrics such as handle time, adherence, and call volume
- Analyze operational data to identify trends, recommend process improvements, and support strategic decision-making
- Investigate system and operational issues through trace analysis and implement solutions to improve performance and reliability
- Support cross-functional initiatives including workload balancing and optimization of resource allocation across departments allocating 60% of Loan Servicing Call Volume to Customer Service
Regional Operations Manager
Blueboard
Cincinnati, OH
10.2022 - 11.2024
- Led daily operations of a multi-functional contact center team focused on delivering high-quality customer experiences
- Analyzed performance metrics and operational workflows to identify and implement improvements
- Managed employee performance, development, and engagement through coaching and feedback
- Collaborated cross-functionally to improve processes, streamline workflows, and support organizational goals
- Oversaw hiring, onboarding, and ongoing staff development initiatives
Contact Center Customer Service Manager
U.S. Bancorp
Cincinnati, OH
03.2019 - 11.2021
- Managed and developed contact center teams in a high-volume financial services environment
- Resolved escalated customer issues and partnered with internal teams for timely resolution
- Delivered operational reports and insights to senior leadership
- Supported workforce management activities and performance improvement initiatives
Call Center Director
RDI Corporation
Milford, OH
08.2012 - 10.2017
- Directed operations for a 500+ employee contact center with inbound, outbound, and blended programs
- Led forecasting, staffing, reporting, and operational performance management
- Partnered with IT, QA, and client teams to ensure system effectiveness and process improvement
- Drove financial success, contributing significantly to overall company profitability
Training Store Manager
Wendy's International
Cincinnati, OH
01.1997 - 01.2009
- Delivered corporate-level training to managers on operations, systems, and leadership
- Managed full restaurant operations including staffing, budgeting, and performance management
- Started as a Crew Member at 16 years old and was promoted to a General manager within 2 years making me the youngest GM at that time
Education
High School -
Amelia High School
Amelia, OHSkills
- Business & Systems Analysis
- Telephony (IVR, Call Flow Design, Routing)
- Workforce Management & Forecasting
- Data Analytics & Performance Reporting
- Process Improvement & Automation
- System Configuration & Optimization
- Cross-Functional Collaboration
- Project Management & Implementation
- Issue Resolution & Root Cause Analysis
- Coaching and mentoring
- Leadership & Team Development
- Operations management
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Documentation and reporting
- Strategic planning
- Project management
- Performance management
- Shift scheduling
- Schedule preparation
- Workforce management
Accomplishments
- Stood up executive high level reporting analytics for Dividend on a weekly cadence for the Run The Business initiate.
- Identified opportunity with the inbound voicemail configuration setup, and made change to ensure all Borrowers speak to a live Agent during the first attempt in making contact into the call center.
- Stood up and delivered daily, weekly, and monthly performance reporting (e.g., handle time, call volume, adherence, payment metrics) to senior leadership
- Identified in an audit of Telephony licenses that we were
able to decrease inventory in which saved the Bank 78K
Timeline
Manager of Telephony and Workforce Planning
Adecco
05.2025 - Current
Regional Operations Manager
Blueboard
10.2022 - 11.2024
Contact Center Customer Service Manager
U.S. Bancorp
03.2019 - 11.2021
Call Center Director
RDI Corporation
08.2012 - 10.2017
Training Store Manager
Wendy's International
01.1997 - 01.2009
High School -
Amelia High School