Brian Lane

Workforce Management Analyst @Varo Bank

Draper, UT, US

Maintained 90%+ service levels for both voice and chat channels in a high-volume, multi-partner environment.Monitored and analyzed real-time call center trends to adjust staffing and maximize operational performance.Created and optimized agent schedules, managing intraday exceptions and balancing seasonal volume fluctuations.Utilized NICE InContact, Amazon Connect, Tableau, and AirTable for forecasting, scheduling, reporting, and performance analytics.Delivered daily, weekly, and monthly KPI reports for leadership, highlighting trends, risks, and improvement opportunities.Developed and documented workforce management processes that improved efficiency and visibility across operations.Partnered with HR, Recruiting, and Finance to produce accurate hiring forecasts aligned with growth and seasonal needs.Oversaw shift bidding, PTO/VTO requests, training schedules, and ensured minimal impact to customer experience.Conducted audits of tools and processes to ensure accuracy and compliance.Served as the real-time escalation point for service-impacting issues, providing swift resolutions and resource adjustments.Key Achievements:Created a streamlined reporting methodology now used as a best practice for operational monitoring.Managed real-time operations for three overseas BPO partners with 140+ total agents.

Northern Arizona University

Bachelor's Degree

University of Phoenix

Master's degree

Canyon Del Oro High School

High School Diploma