Christopher Shelton

About Christopher Shelton

Experienced Workforce Management professional with a demonstrated history of working in…

Experience

1. Senior Director, Workforce Management and Reporting

   Slavic401k

   Jun 2021 — Present

   Implemented a WFM discipline and program, to include scheduling, real-time monitoring, long- and short- term forecasting, and capacity planning, leading to achieving and surpassing service level targets in both the customer service and client success organizations for the first time in 12+ months, utilizing NICE InContact CX-One suite of products Reduced payroll costs by improving forecasting accuracy and capacity planning process, as well as implementing a VTO policy to make unpaid time off available to associates Built and executed roadmaps for IVR design, implementation of new quality management, voice of customer, and voice biometrics tools, and improved optimization of Salesforce Developed an environment valuing data and analytics through data governance, documentation of common metrics and KPIs, and production of scorecards and ad-hoc reports to all levels of the Slavic organization Consolidated all contact center technology and staffing vendors under Workforce Management, managing engagement, interaction, contracts, and billing and invoicing

Skills

• Property
• Business Analysis
• Customer Experience
• Genesys
• Insurance
• Coaching
• General Insurance
• Team Building
• Customer Retention
• Business Process Improvement
• Call Centers
• Team Leadership
• Change Management
• Ivr
• Call Center
• Project Management
• Property
• Management
• Training
• Process Improvement
• Vendor Management
• Customer Service
• Workforce Planning
• Employee Benefits
• Strategic Planning
• Performance Improvement
• Performance Management
• Workforce Management
• Analysis
• Employee Engagement
• Lotus Notes
• Leadership
• Iex
• Business Process