Timothy Brabham
Austin,United States
Summary
Dynamic and strategic leader with extensive experience in global workforce planning and management. Expert in steering diverse teams to excel in staffing and operational efficiency across international markets. Currently at the helm of Workforce Planning and Management for Monetization Integrity at TikTok ByteDance, with a steadfast commitment to innovation, efficiency, and diversity. Recognized for exceptional forecasting accuracy and evidence-based decision-making, enhancing customer satisfaction and driving substantial revenue protection.
Overview
32
32
years of professional experience
Work History
AMER/APAC Lead Workforce Planning/Management - Monetization Integrity
TikTok ByteDance
01.2022 - Current
- Leads a diverse team covering scheduling, productivity, and real-time operations across 70 global markets, speaking 64 languages, spread over 21 sites, and handling 900K+ weekly items
- Spearheaded innovations such as ARC and the Spike Management Tool, improving operational efficiency and expanding Real-Time Monitoring
- Enhanced forecasting and automation processes, significantly reducing cycle times and bolstering operational agility
- Implement real-time dashboards for transparent and data-driven decision-making
- Maintain 90-95% forecasting accuracy through bold and informed decision-making.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Senior Manager, Global Demand and Capacity Planning
Dell EMC
11.2020 - 01.2022
- Directed a globally distributed team in forecasting and workforce planning, ensuring optimal customer contact management, staffing, and hiring across AMER, EMEA, and APJ regions
- Oversaw comprehensive contact channel operations including Voice, Email, Chat, Managed Services, and Social Media for both Dell EMC and third-party outsourcing partners
- Leadership Excellence: Maintained an exceptional Tell Dell internal manager score, consistently exceeding 95% from 2013 to 2022, reflecting strong leadership and management proficiency
- Operational Management: Strategically managed contact planning across 59 Dell and Business Process Outsourcing (BPO) sites, encompassing approximately 400 queues and facilitating nearly 29 million customer contacts
- Global Coordination: Orchestrated headcount planning and recruitment efforts across 47 countries, accommodating 37 languages, to support Dell’s global client base
- Talent Acquisition: Successfully oversaw the annual recruitment and hiring of approximately 2,500 employees, managing a total headcount of around 4,000 individuals for Dell client sites worldwide.
Senior Manager, Global Capacity Planning
Dell EMC
01.2013 - 11.2020
- Spearheaded the global headcount planning team, playing a pivotal role in developing staffing and hiring strategies to meet the operational demands of Dell EMC across the AMER, EMEA, and APJ regions
- Managed comprehensive contact channel strategies for Dell EMC and facilitated the alignment of contact volumes with outsourcing partners
- Leadership Excellence: Consistently achieved a Tell Dell score above 95%, showcasing exceptional management and leadership capabilities over a period of 7 years and 11 months
- Strategic Planning: Managed headcount planning for approximately 3,500 employees, focusing on annual hiring and staffing needs for 45 Dell and BPO sites globally
- Operational Oversight: Directed the planning and execution of workforce strategies across all contact channels, ensuring seamless customer engagement for Dell EMC services.
Manager, Global Vendor Relationships & Network Strategy
Dell
01.2008 - 01.2013
- Managed vendor selection and network strategy for call centers, enhancing the consumer and SMB tech support and customer care ecosystems
- Drove the vendor selection process, optimizing call center operations for consumer and SMB markets
- Developed robust vendor relationships, ensuring a strategic fit and operational excellence
- Formulated and executed a comprehensive network strategy to improve the overall customer service structure.
- Controlled costs to keep business operating within budget and increase profits.
Program Manager
Dell
01.2006 - 01.2008
- Oversaw global program management, focusing on site and queue change management, and infrastructure enhancements to boost operational efficiencies
- Successfully reduced site queues by 50% within a year through effective program management
- Established a governance process to scrutinize the creation of new queues, ensuring necessity and efficiency
- Recognized for a BPI Green Belt project on queue consolidation as one of Dell's top 10 projects in 2007.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
Capacity Planning Manager
Dell
01.2005 - 01.2006
- Led a specialized team in capacity planning and headcount management for Dell consumer care and technical support
- Standardized capacity planning tools, enhancing support for multiple business segments
- Collaborated with process engineering to refine forecast assumptions, leading to improved accuracy and accountability
- Regularly presented performance analysis and strategic recommendations to executive leadership.
Capacity Planner
Dell
01.2004 - 01.2005
- Administered the capacity planning process for global OSP locations, focusing on optimizing operational expenditures and maintaining service levels
- Enhanced planning accuracy by 50% through leadership in operational process sessions at OSPs
- Developed innovative tools that significantly increased planning precision, virtually eliminating capacity deficits
- Designed and implemented effective planning and performance processes for Dell's new revenue-focused offering, Dell on Call.
- Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
Workforce Operations Manager
Blue Cross of Rhode Island
01.2003 - 01.2004
- Led the call center planning process, developing staffing models that accounted for various factors such as call volume, handling time, and attrition
- Analyzed trends and service level outcomes to inform staffing and training recommendations in line with corporate goals
- Devised and launched new adherence measurement standards to optimize workforce management
- Generated detailed reports with Crystal Reports illustrating daily ASA by queue, including analyses for any deviations from the 30-second goal
- Redesigned and consolidated customer service and public relations phone menus, enhancing user experience
- Conducted thorough analyses leading to recommendations that significantly improved the service results of BCBSRI Medical Management
- Collaborated with the Direct Marketing department to implement a new telephone system setup, improving customer interaction
- Acted as the principal stakeholder for a project that integrated CTI functionalities into customer service operations
- Shifted the center towards skill-based scheduling, resulting in a productivity increase of approximately 10%.
Workforce Management Analyst
Blue Cross & Blue Shield of Rhode Island
01.2001 - 01.2003
- Played a critical role in developing accurate staffing forecasts and optimized work schedules aligned with predicted call volumes and service level objectives
- Conducted regular audits of call and workforce management systems, proposing adjustments to enhance service quality and customer satisfaction
- Led the implementation of Blue Pumpkin workforce management software, driving efficiencies in staff scheduling and forecasting
- Pioneered a transition towards a detailed performance and adherence measurement system for customer service representatives
- Contributed to the upgrade of the CMS switch, facilitating a transition to a skill-based routing system that improved customer call distribution
- Designed and developed a comprehensive database and reporting tool to archive, track, and analyze historical CMS data, supporting strategic planning and operational reviews.
Workforce Analyst
Janus
01.1992 - 01.2001
- Applied expertise in TCS (Tele Center Systems) for comprehensive call volume tracking and forecasting
- Developed and managed scheduling while providing essential coaching to supervisors on productivity reports
- Played a pivotal role in updating and managing the skill sets within the Lucent CMS
- Innovated an Access database to measure and enhance employee phone productivity, significantly improving performance tracking and output
- Trusted with the selection, training, and mentoring of new Workforce Analysts, influencing the hiring process with informed recommendations
- Managed a contract programmer to create a novel historical call-tracking and reporting database, reflecting a keen grasp of technical and strategic project scopes
- Formulated new tools for employee attrition tracking, resulting in more accurate budgeting and resource planning
- Chaired a committee to set standards for phone representative utilization and adherence, ensuring consistent performance metrics
- Acted as the key liaison between Workforce Management and IT departments, facilitating effective cross-departmental collaboration.
Education
No Degree -
Arizona State University
Tempe, AZSkills
- Analytical Skills
- Communication
- Problem Solving
- Critical Thinking
- Workload Prioritization
- Shrinkage Management
- ACD (Automatic Call Distributor) Systems
- Capacity Planning
- Business Forecasting
- Analyzing Patterns
- KPI Monitoring
- Data Analysis
Timeline
AMER/APAC Lead Workforce Planning/Management - Monetization Integrity
TikTok ByteDance
01.2022 - Current
Senior Manager, Global Demand and Capacity Planning
Dell EMC
11.2020 - 01.2022
Senior Manager, Global Capacity Planning
Dell EMC
01.2013 - 11.2020
Manager, Global Vendor Relationships & Network Strategy
Dell
01.2008 - 01.2013
Program Manager
Dell
01.2006 - 01.2008
Capacity Planning Manager
Dell
01.2005 - 01.2006
Capacity Planner
Dell
01.2004 - 01.2005
Workforce Operations Manager
Blue Cross of Rhode Island
01.2003 - 01.2004
Workforce Management Analyst
Blue Cross & Blue Shield of Rhode Island
01.2001 - 01.2003
Workforce Analyst
Janus
01.1992 - 01.2001
No Degree -
Arizona State University
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