Timothy Mills

• Ensures the contact center is properly staffed and running smoothly during the planned schedule period by monitoring and anticipating needs in advance
• Guides staff in forecasting the number of inbound calls for upcoming periods to predict future workload and necessary contact center staff.
• Manages the review of data on staff performance, call handling ability, availability, etc. to determine the most time and cost effective schedule for contact centers.
• Create and maintain models to analyze contact center staffing data
• Monitors unexpected scheduling issues/conflicts in order to update forecasting and ensure contact center service levels are being met.
• Efficiently keeps track of staff schedules and provides staffing level recommendations to business leaders
• Manages performance of team through regular, timely feedback as well as the formal performance review process to ensure delivery of high quality workforce planning projects and engagement, motivation, and development of team.

• Worked with management to develop strategic and tactical plans to meet different requirements.

● Set and adjusted to schedules to maintain optimal coverage and service levels.

● Managed overtime, shift swaps, breaks and PTO requests.

● Produced and updated documents, reports and tracking spreadsheets using Genesys WFM, Excel, Word, PowerPoint and SharePoint.

● Created training materials for new employees to provide information about attendance guidelines.

● Completed human resource operational requirements by scheduling and assigning employees.

● Advocated for staff members, helping to identify and resolve conflicts.

● Improved office efficiency by effectively managing internal communications and correspondence.

●Set and adjusted to schedules to maintain optimal coverage and service levels.

● Worked with management to develop strategic and tactical plans to meet different requirements.

● Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.

● Prepared and maintained reports, dashboards and monthly packages. ● Optimized schedules, forecasts and other tools to present to management.

● Managed real-time inbound call traffic across multiple contact center locations.

● Provided training on dashboard and package development to team members and management.

● Produced and updated documents, reports and tracking spreadsheets using Aspect and Genesys WFM.

● Managed overtime, shift swaps, breaks and PTO requests.

● Created training materials for new employees to provide information about attendance guidelines.

● Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

● Improved office efficiency by effectively managing internal communications and correspondence.

● Advocated for staff members, helping to identify and resolve conflicts.