Ameer Salam
Sr Manager, Workforce Management @Aledade
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WORK HISTORY
Sr Manager, Workforce Management @Aledade
Chicago, IL, US
Responsible for introducing and launching Workforce Management on the Five9 Community platform for all of Aledade Health. I implementing new omnichannel technology & redesigning reporting, SOPs, and KPI structures to improve efficiency. I built a newly created Workforce Management team responsible for Patient Engagement, Referral Coordination, Outreach, and Scheduling, supporting 2.8 million patients and handling over interactions per month. Oversaw forecasting & scheduling of 300+ FTE agents across 4 time zones, working remotely and ensuring labor laws were accounted for. Played a key role in launching a 36-person outbound engagement team, overseeing digital correspondence for chat and two-way SMS. I led the Start-up launch of WFM\'s processes with SOP/ KPI reporting and launched Five9 telephony reporting of Productivity, Adherence, and Agent Performance. Responsible for short/long-term forecasting, real-time monitoring, capacity planning, scheduling, & workload distribution to optimize staffing for SLA’s. Built reports and dashboards with data governance to identify trends and gather essential input for optimizing the effectiveness of various omnichannels. Monitored productivity with a focus on increasing contact and conversion rates. Provided guidance for the planning of shift-bids, training, PTO, & off-phone activities, focusing on service, efficiency, and employee experience. Oversaw the planning of numerous outbound campaigns, considering staffing requirements & occupancy goals. Managed the implementation & ongoing support of all Capacity Planning and attrition trackers. SME on how to utilize workforce planning tools and methodologies. Guided the front-line leadership staff in specific initiatives & workflows regarding business objectives for the outreach teams. Trained my WFM team of Strategic forecasting & scheduling analysts. Responsible for operational playbooks activated based on triggers & trends. UKG =(KRONOS)
EDUCATION
Certification
Certified Workforce Management Professional (CWMP)
University of Illinois Chicago
Bachelor's degree
Columbia Southern University
Bachelor of Science (B.S.), Business Administration, Management and Operations
Certification
Certified Associate Project Management (CAPM)
Certification
Certified Workforce Planning Professional (CWPP)
SKILLS
ABOUT AMEER SALAM
I have over 20 years of experience in Workforce and Real-Time Management, which includes BPO Outsourcing, Clinical and Retail Labor hours/Human Capital, Resource Management, and Remote staffing models. I have hands-on experience using multiple WFM solutions for both Human Capital Productivity and CX Contact Centers Workforce Optimization (Nice IEX, Nice EEM, CXOne InContact, Five9, Verint, Genesys, Assembled WFM, Aspect, Monet, Community WFM, UKG, Workday, Kronos), Dialer Management, SLAs, KPIs, and Capacity Planning across various industries. I am an expert in Headcount Planning, Annual Budgeting, Forecasting, and Labor Productivity Reporting. I possess the skill of telling a story using analytical methods to present Channel and Labor Performance, Behaviors, and Start-Up best practices. I practice Servant Leadership while teaching Operational Effectiveness to organizations looking to add to their CX Transformation or Labor staffing with minimal impacts on the culture. I have managed International hourly project teams as well as teams within contact centers, including BPO vendors in various countries such as the Philippines, Manila, Bulgaria, Poland, Morocco, South Africa, Indonesia, Mexico, Canada, and India. Across EMEA, MENA, APAC, & LATAM/AMERI have launched from the ground up Workforce Managment at 3 compaines successfully, and built from scratch the needed SOPs, implemented various WFM systems as well as rolling out Workforce Management to the required department\'s. Including hands-on creation of the 4 pillar\'s of WFM Forecasting, Scheduling, Real-Time RTM/RTA, Reporting (Dashboards/ Daily/ Monthly), and provided WFM support to enterprise LOBs with staff ranging from 250 - 8,500 FTE. Additionally, I have managed from 3 to 12 direct reports in my roles as an individual contributor or people leader.
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