Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2010 to September 2023 (154 Months)Duties and Responsibilities:Workforce Management Specialist/Roster and Database
March 2019 - Present
November 2016 – March 2019
April 2013 – November 2016
November 2010 - April 2013
March 2019 - Present
- Manage scheduling, including optimization of shifts and forecasts.
- Maintain accurate and up-to-date employee records in the database.
- Coordinate with various departments to ensure smooth workforce operations.
- Collaborate with management to develop strategies for efficient resource allocation.
November 2016 – March 2019
- Develop and execute strategic and tactical plans in collaboration with management to meet business requirements
- Set and adjust schedules to maintain optimal coverage and service levels.
- Prepare and maintain reports, dashboards, and monthly packages.
- Perform ad hoc reporting and analysis to improve call center performance.
- Manage overtime, shift swaps, breaks, and PTO requests.
April 2013 – November 2016
- Manage real-time inbound call traffic to ensure service level targets were met.
- Monitor and adjust staffing levels to maintain optimal coverage.
- Collaborate with team members to address and resolve operational issues.
- Prepare and present reports on call center performance.
November 2010 - April 2013
- Answer product and service questions, suggesting other offerings to attract potential customers.
- Recommend products to customers, thoroughly explaining details.
- Break down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborate with vendors to locate replacement components and resolve advance problems.
- Identify issues, analyze information and provide solutions to problems.
- Answer customer telephone calls promptly to avoid on-hold wait
Strongest Behaviors
- Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
- Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
- Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
Behavioral SummaryLawrence is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.
With experience and/or training, lawrence will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and lawrence is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.