With over 10 years in Workforce Management and contact center leadership, I have a proven track record in leading teams in a contact center environment. I am well versed in trend analysis, workload capacity and staffing forecasting, shift alignment, intra-day analytics and real-time monitoring. I have a passion for reporting and analytics, assessing performance impacts on business decisions.
I also have experience in creating routing designs, matching up intelligent voice response systems up with the automatic call distributor, ensuring that the calls reach the correct agents, minimizing misdirected calls.
Long-term workload capacity and staffing forecasting, interval staffing alignment, intra-day analysis and planning, trend analysis, real-time reporting and skilling adjustment, adherence analysis and contact center performance metrics
Leading teams, developing people, building processes, project management, contact center data analytics, Excel analytics, Tableau
© 2020 Nicholas Falony.
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