Resource Planning Manager Resume Greenwood Village Colorado - Hire IT People

OBJECTIVE:
Providing leadership and motivation for individuals and teams in a fast paced environment to increase the quality of service provided to all customers.

EDUCATION:
Recreation Administration
Bachelor of Science

PROFESSIONAL EXPERIENCE:

Resource Planning Manager, National Call Center Operations
March 2007 to Current
Confidential Greenwood Village, Colorado

Responsible for the day-to-day management and operations of the Customer Service Operations (Customer Service) National Command Center (NCC) and remote Workforce Analyst (WFA) Forecasting future contact volume, communicating that information to the Business Unit Call Analysts in the form of specific staffing requirements, measuring and ensuring Customer Service Representative schedule adherence, and operational performance reporting functions within Customer Service Defined and managed the business requirements for standardized operational performance metrics, implementation of the operational performance requirements Liaison between the Customer Service Directors, Call Analysts, and other Great-West departments such as Marketing, Information Technology, Telecommunications, and outside vendors to predict forecasted contact volume changes Project SME (Subject Matter Expert) for ICM, PBX and Voice Ancillary products (Call Recording, Symon Boards, Impact 360, Blue Pumpkin Forecasting and Staffing) moving from Great-West to CIGNA Select Segment W@Home and Outsourcing business sponsor. Closed 4 brick and mortar locations and implemented CSA W@Home product for the Select Segment business. Resource Planning Manager
January 2004 to October 2006
T-Mobile, USA, Colorado Springs, Colorado
Led local Resource Planning team to manage service levels, staffing, and off phone time for optimal performance
Forecasted, tracked, and analyzed call volume of three different skill types and provided direction on multi and single skilled agents
Created weekly, monthly, and yearly staff plan. Worked with Operations Management and Human Resources to fulfill full time equivalent (FTE) requirements.
Used SMART plans, Performance Improvement Plans, and weekly coaching with Service Level Coordinators, Site Planner, and Coach for performance improvement.
Assisted with Best Place to Work initiative. Created a positive environment for the employees and was involved in several initiatives to improve employee morale.

Scheduling Coordinator
April 2003 to January 2004
Confidential Englewood, Colorado
Created and assisted in the implementation of full time equivalent (FTE) budget template for each market within the Mountain Division for 3 lines of business. (Video, High Speed Internet, Digital Telephony)
Forecast and tracked call volume within the Mountain Division for the High Speed Internet (HSI) group.
Consolidated and tracked monthly full time equivalent (FTE) and staff numbers for Video in the Mountain Division by employee.
Assisted in the preparation and planning of email/phone migration from ATT Broadband & Internet Services to Comcast. Includes forecasting call volume, routing of call volume, and talking points to assists customer service agents to decrease handle times and increase production.

Scheduling Coordinator
July 2002 to April 2003
Confidential, Englewood, Colorado
Forecast and track customer activity and call center resource requirements within the Digital Telephony Service (DTS) group
Developed and administered shift bids to optimize the fit between employees and call center requirements
Developed and maintained agent skill profiles for effective routing of calls or tasks
Aspect E-workforce Management user/administrator
Assisted in budget forecasting for customer care centers

Command Center Coordinator
October 2001 to July 2002
AT&T Broadband & Internet Services, Englewood, Colorado
Liaison between several AT&T @Home call centers and other departments verifying, troubleshooting, and resolving escalated desktop tools and network issues.
Tracked service levels, availability, adherence, staffing, and call volumes for routing analysis.
Produced statistical reports for all levels of management.
Monitor and escalates Real Time Adherence (RTA) issues.
Routing of call volume within voice and email between 6 centers

RELEVENT SKILLS

Aspect E-Workforce Management IEX
AT&T Interactive Advantage
AT&T Route It
Tele-Center System (TCS) 4.4
Witness 360/Blue Pumpkin Scheduling
Cybernetics Employee Management Planning Systems (EMPS)
Lucent Technologies Center Vu Call Management System (CMS) Verizon Enhanced Call Routing (ECR) Nuance Behavioral Analytics Qfiniti Call Recording NICE Log Call Recording Verint Call Recording

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Resource Planning Manager Resume

Greenwood Village, ColoradO

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