Cassondra Murray

Manager, Workforce Management @Accurate Background

Support organizational capacity planning needs by managing short and long-term forecasting, and staffing plans • Own design and planning of workforce management process • Create strategic recommendations to improve productivity, while driving efficiency into the business • Analyze and forecast real-time patterns for multiple agent skills and channels to drive efficiency and productivity • Identify, evaluate, and report call center trends and differentiate between workflow, technical, external or staffing as root-cause •Build and maintain a team environment through regular contact, communication, and meetings with staff and the management team • Evaluate, manage, support, strengthen and mentor direct reports, and identifying areas of opportunity and growth for each individual • Manage P&L focused initiatives that drive value to the business, while preserving culture and the customer experience • Collaborate with both internal and vendor leadership to maintain appropriate staffing levels across the globe