McKinney, Texas, United States
I have over 20 years of experience in call centers and workforce management from the global level to the agent level. I love new challenges and sharing expertise.
I manage a team of Global Resource Planning Analysts, supporting the Americas, Europe, and Asia Pacific for the Hotels.com, EAN, and Venere brands of Expedia, Inc. The team is responsible for producing call demand and staffing forecasts for offline sales and customer support, representing hundreds of separate forecast lines. We are dedicated to ensuring our calls are handled in a timely manner while driving efficiency and controlling costs.
I produced call demand forecasts and staffing requirements for the call centers in our New England, Virginia, and Louisiana regions as well as monthly and intra-day outsource overflow forecasts for our vendor call centers. I worked closely with the internal sites and our vendors to ensure KPI targets were met and service level goals were achieved. I coordinated seasonal hiring plans. I produced annual budget forecasts for internal and outsource call center expenses.
I managed real-time call center staffing levels to ensure intra-day service level targets were met. I analyzed call patterns and AHT trends to build and implement agent schedules that aligned with staffing requirements. I approved vacation and overtime schedules based on staffing needs. I coordinated all off-phone activities with Management and the Training Dept. to ensure training and coaching initiatives were completed while maintaining proper phone coverage. I coordinated seasonal and new center hiring plans with Human resources and Management.