Tim Wiggins
Wiliamsburg,Ohio
Summary
Operations and Business Systems Leader experienced in optimizing contact center operations and workforce planning. Delivered actionable insights and translated business needs into effective system solutions through cross-functional collaboration and performance analytics. Focused on driving operational success and enhancing productivity through strategic initiatives and continuous improvement.
Overview
29
29
years of professional experience
Work History
Manager of Telephony and Workforce Planning
Adecco
05.2025 - Current
- 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.
- Lead telephony operations including IVR design, call flow optimization, and routing strategy to improve service efficiency and customer experience.
- Support cross-functional initiatives including workload balancing and optimization of resource allocation across departments allocating 60% of Loan Servicing Call Volume to Customer Service.
- Liaised between operations, workforce teams, and system configurations to align business needs with technical solutions.
- Analyze operational data to identify trends, recommend process improvements, and support strategic decision-making.
- Developed and delivered recurring performance reports analyzing key metrics such as handle time, adherence, and call volume.
- Investigated system and operational issues through trace analysis and implemented solutions that enhance performance and reliability.
Regional Operations Manager
Blueboard
10.2022 - 11.2023
- Coordinated daily contact center operations for multi-function team, enhancing high-quality customer experiences.
- Analyzed performance metrics and workflow steps to identify and implement process improvements.
- Worked with cross-functional teams to improve processes, simplify workflows, and support organizational goals.
- Facilitated employee development and engagement through targeted coaching and constructive feedback.
- Supported hiring, onboarding, and ongoing staff development efforts.
Contact Center Customer Service Manager
U.S. Bancorp
03.2019 - 11.2021
- Developed and managed high-performing contact center teams in a fast-paced financial services environment.
- Resolved escalated customer issues by collaborating with internal teams to ensure timely resolutions.
- Facilitated workforce management activities and drove performance improvement initiatives.
- Delivered operational reports and insights to senior leadership.
Call Center Director
RDI Corporation
08.2012 - 10.2017
- Directed operations for a 500+ employee contact center with inbound, outbound, and blended programs.
- Drove financial success by optimizing revenue streams and aligning operational strategies with company profitability.
- Led forecasting, staffing, and reporting to enhance operational performance management.
- Partnered with IT, QA, and client teams to improve system effectiveness and streamline processes.
Training Store Manager
Wendy's International
Cincinnati, Ohio
11.1997 - 11.2009
- Delivered corporate training to managers on operations, systems, and leadership, enhancing their management capabilities.
- Managed full restaurant operations, overseeing staffing, budgeting, and performance management to ensure efficient service delivery.
- Promoted from Crew Member to General Manager within 2 years, becoming the youngest GM at that time, demonstrating rapid career progression.
Education
High School -
Amelia High School
Amelia, OHSkills
- Telephony systems management
- Workforce planning
- Capacity planning
- Process improvement
- Contact center operations
- Performance reporting
- Process improvement
- Analytical thinking
- Cross-functional team management
- Team leadership
- Strategic thinking
- Documentation and reporting
- Documentation and reporting
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
- Implemented and optimized outbound dialer configuration to enable Lyon Welcome call campaigns, enhancing borrower engagement and first-touch experience
References
- Quinton Perry, Senior Events Coordinator, RPK Vending, Cincinnati, OH (513) 274-7827
- Dr. Kevin Unter, Sr. Director, Analytics and Consulting, Precision Opinion, Las Vegas, NV (318) 547-2368
- James Ursini, Director Director of Recipient Experience, Blueboard, San Diego, CA (516) 860-7071
Timeline
Manager of Telephony and Workforce Planning
Adecco
05.2025 - Current
Regional Operations Manager
Blueboard
10.2022 - 11.2023
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
11.1997 - 11.2009
High School -
Amelia High School