Annessa Bradley
Senior Workforce Analyst
- Role
- Senior Workforce Analyst at Flagstar Bank
- Location
- Belleville, MI, US
- LinkedIn followers
- 500 followers
Experience
Senior Workforce Analyst
Jun 2016 — Present · Troy, MI, US
Analyzes call center historical data and all upcoming business forecasts tocreate strategic short-term and long-term forecasts to ensure call center KeyPerformance Indicator goals are met.Leads monthly and/or quarterly meetings with department management toidentify forecasting and scheduling needs.Creates and modifies agents schedules for two multi-skilled departmentsto ensure all call center Key Performance Indicator goals are met.Increases employee efficiency by monitoring real time adherence andmetrics in a multi-skill call center environment, escalating areas of concernto management team and partnering with management to create real timeadjustments to agent schedulesFacilitate new hire Workforce Management training.Develop new-hire training materials regarding all attendance and schedulematters.Handle all schedule-related requests, including PTO, shift swaps andovertime.
Skills
- Call Center
- Sales Operations
- Customer Retention
- Solution Selling
- Customer Service
- Employee Training
- Mobile Devices
- Customer Experience
- Team Building
- Call Centers
- 4g
- Leadership
- Workforce Management
- Team Leadership
- Wireless
- Sales
- Process Improvement
- Coaching
- Blackberry
- Project Management
- Telecommunications
- Recruiting
- Training
- Customer Satisfaction
- Troubleshooting
- Cellular Communications
- Technical Support
- Networking
- Sales Process
- Cold Calling
- Business Process Improvement
- Sms
- Brand Loyalty
- Account Management
- Contact Centers
- Salesforce.com
- Vendor Management
- Mobile Technology
- Voip
- Ip
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