Will Farrell
Phoenix,AZ
Summary
Experienced Director of Workforce Management with a proven track record in overseeing daily operations and driving strategic business initiatives. Adept at implementing effective workforce planning and resource optimization strategies in complex environments. Highly skilled in managing and analyzing large datasets to uncover insights and tell compelling stories that drive decision-making. Strong leadership and communication abilities, with a commitment to continuous improvement and operational excellence.
Overview
10
10
years of professional experience
Work History
Director, Workforce Management
arrivia
Scottsdale, AZ
07.2024 - Current
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Assessed employee performance against established benchmarks or targets.
- Led cross-functional teams in the development of innovative solutions to complex problems.
- Facilitated collaboration between teams by encouraging open communication channels.
- Identified opportunities for improvement in operational performance metrics.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Implemented systems for tracking progress on key initiatives or projects.
Senior Manager, Workforce Managment
arrivia
Scottsdale
07.2021 - 07.2024
- Led weekly Executive Staffing Meeting, where I presented my short and long term capacity plan to Executives
- Worked with account managers to ensure we are providing the best experience for our partners and their members
- Manage workforce planning and development models for quarterly scheduling and processes
- Manage and optimized short and long term capacity plans
- Monitors inbound and outbound call traffic and ensure efficient distribution based on staff occupancy
- Develop, mentor, and reviews performance reports and service performance for each unique partner
- Analyze call center trends, including call volume, arrival patterns, staff productivity, occupancy, shrinkage, handle time, and resource allocation.
Manager, Workforce Managment
arrivia
Scottsdale
03.2020 - 07.2021
- Created workforce planning and development models for quarterly scheduling and processes
- Created and optimized short and long term capacity plans
- Introduced shrinkage reporting that highlighted issues for the Senior Leadership Team
- Led and managed an international Workforce Management team located in Mexico, India, and the U.S
- Trained Real Time Analysts on additional job positions to maintain coverage of roles
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls
- Led team meetings and one-on-one coaching sessions to continuously improve performance
- Minimized staff turnover through appropriate selection, orientation and training
- Created standard operating procedures to streamline processes.
Project Manager, Workforce Managment
arrivia
03.2020 - 03.2020
- Created Workforce Management project plans with established timelines, assigned to appropriate teams and managed workflow
- Drove continuous improvement of project delivery process by providing strong leadership
- Optimized complex routing policies and reduced our skill count from 1600 to 1150
- Worked with the Telecom team to optimize and enhance our call flows to improve our members experience
- Created new processes surrounding the companies VDN reporting.
Contact Center Workforce Specialist/Scheduler
arrivia
Scottsdale
12.2016 - 01.2020
- Generate schedules for all inbound, outbound, and omni-channel contact center agents
- Conduct departmental and micro shift bids with the intent of optimizing our coverage
- Analyze and communicate gaps within the organization as it pertains to average handle time, average speed of answer, abandoned calls, calls offered, shrinkage, occupancy, and productivity, and other call, chat and email related metrics
- Maintain open lines of communication with all levels of the organization
- Communicate all pertinent information about day to day operations to the Director of Inbound Operations
- Send regular reports to the organization pertaining to service levels, productivity, and other call, chat and email related metrics.
Detention Officer
Maricopa County Sheriff's Office
Phoenix
12.2015 - 12.2016
- Maintained safety and security within the detention facility, ensuring compliance with all regulations and procedures.
- Collaborated with law enforcement personnel to manage inmate behavior and resolve conflicts.
- Developed strong communication and problem-solving skills in a high-pressure environment.
Workforce Management Intraday Speciali
arrivia
Scottsdale
09.2014 - 12.2015
- Proactively managed Service Levels to meet company goals in the most cost-effective manner
- Excelled in electronic correspondence to team and leadership by Microsoft Outlook
- Provided attention to detail by accurately changing agents call priorities
- Investigated the answers to emails and respond in a timely manner
- Workforce Management applications and reports, including Real Time Adherence (RTA).
Skills
- Ability to create, manage, and present staffing requirements in a organized and easy to digest manner
- Coaching, mentoring, and developing employees
- Ability to create and manipulate charts, graphs, formulas, and pivot tables in Microsoft Excel
- Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks
- Knowledge of call center metrics
- Create and maintain Microsoft Access Databases
- Cross-Functional Collaboration
- Understanding of the Telephony routing process
- Proficient in analyzing large datasets to identify trends and drive decision-making
- Ability to manage employees internationally and remotely
Timeline
Director, Workforce Management
arrivia
07.2024 - Current
Senior Manager, Workforce Managment
arrivia
07.2021 - 07.2024
Manager, Workforce Managment
arrivia
03.2020 - 07.2021
Project Manager, Workforce Managment
arrivia
03.2020 - 03.2020
Contact Center Workforce Specialist/Scheduler
arrivia
12.2016 - 01.2020
Detention Officer
Maricopa County Sheriff's Office
12.2015 - 12.2016
Workforce Management Intraday Speciali
arrivia
09.2014 - 12.2015