William Whitehead
Bonne Terre,USA
Summary
Experienced with real-time data analysis and operational efficiency. Utilizes analytical skills to monitor and optimize workforce management, ensuring service levels are met consistently. Knowledge of effective communication and collaborative team dynamics to maintain seamless operations and drive success.
Overview
9
9
years of professional experience
Work History
WFM Real Time Analyst
Guardian Life
Remote
01.2023 - Current
- Analyzed real-time data to identify trends and enhance operational efficiency.
- Collaborated with cross-functional teams to optimize workflow processes and improve service delivery.
- Monitored performance metrics to ensure compliance with organizational standards and goals.
- Developed and implemented strategic initiatives to drive continuous improvement in operational practices.
- Led projects focused on process enhancement, resulting in improved accuracy of reporting systems.
- Established strong relationships with business partners, facilitating open communication channels for proactive problemsolving.
- Provided ongoing training to staff members, driving skill development and boosting overall team performance.
- Identified areas of inefficiency, streamlining processes to increase productivity.
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
Real Time Analyst
STARTEK
Farmington, MO
08.2019 - Current
- Analyze and manage Call Volume in Real-Time to ensure Service Levels are met on a daily, weekly, and monthly basis
- Assist Work Force management with call flow analysis and suggestions
- Assist with Call Center Management initiatives (e.g. delivering workshops, training, and ongoing organizational education)
- Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues
- Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
- Good working knowledge of Microsoft Excel
- Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPIs
- Monitor associate real-time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management
- Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts
- Work with NOC, Operations, and Remote Centers to manage and resolve downtime and telephony issues
- Working with numbers, data analysis, and reporting
- Good knowledge of Microsoft Sharepoint with creating forms and reporting performance with Managers.
- Process schedule changes in real-time.
- Manage time-off requests and process schedule changes.
- Manage Shift trades between employees and process schedule changes.
- Monitoring SL and Occupancy as well as offering VTO or OT to increase or decrease staffing levels to maintain goals and commitments with clients.
- Pre plan OT based on previous chat or call volume trends
- Presenting and training new specialists on Schedule Adherence, Showing and explaining how to submit for Time off, Shift slides, Shift trades
- Ability to exhibit professionalism.
- Ability to work independently and be accountable for the expected client deliverables.
- Demonstrated ability to communicate effectively and professionally with internal and external associates.
- Excellent Analytical Skills and attention to detail.
- Highly numerate with real ability to manipulate numerical data.
- Strong communication skills and ability to influence key decision-makers.
- Strong working knowledge of Excel.
- Strong knowledge and extensive use with scheduling tools such as Nice Web station and IEX.
- Ability to think outside the box and adapt quickly.
- Most notable accomplishment would be receiving the employee of the year award for Startek in 2019
Team Lead - Support
STARTEK
Farmington, MO
10.2016 - Current
- Assist in developing and mentoring newly hired employees by facilitating meetings, provide coaching and sharing product knowledge
- Assist management with variety of assignments and can act as a team point of contact when an Associate Manager is absent
- Assist with performance evaluations and provide constructive feedback to representatives
- Consistently treats everyone with respect and contributes to a positive work environment
- Communicates development feedback of others to the leadership team
- Foster an environment of continued development and professional growth
- Provide outstanding customer service through the support of escalated customer service issues
Customer Service Representative
STARTEK
Farmington, MO
11.2022 - 11.2022
- Assist in and support the development of process improvements and continuous learning
- Building a rapport with customers to help them with enquiries including; order taking, product information, tracking deliveries, returns, sizing and quality queries
- Discussing new products and managing multiple tasks to promptly resolve customer queries
- Makes corrections and adjustments
- Performance – maintain performance standards that ensure the department is operating at peak proficiency and that established goals are consistently being met
- Provide feedback and recommendations to your manager on ways the company can improve
- My most significant accomplishment would have to be when the client (Sprint) had their executive committee visit our site to review performance and noticed that I was the number one agent in our location and set up a meeting with me to see what I did and how I assisted customers and requested feedback that would assist our site and help other sites improve. I was promoted shortly after
Education
High school diploma -
West County High School
Leadwood, MO08.2012
Skills
- Forecasting
- Workforce management
- Microsoft Access
- Process Improvement
- Microsoft SharePoint
- Microsoft Powerpoint
- Telephony
- Analysis Skills
- Mobile Devices
- Help Desk
- Microsoft Excel
- Production planning
- Microsoft Windows
- Analytics
- Customer support
- Avaya
- Microsoft Office
- Scheduling management
- Verint
- Tableau
Timeline
WFM Real Time Analyst
Guardian Life
01.2023 - Current
Customer Service Representative
STARTEK
11.2022 - 11.2022
Real Time Analyst
STARTEK
08.2019 - Current
Team Lead - Support
STARTEK
10.2016 - Current
High school diploma -
West County High School