Elliott Summers

Experience

1. Workforce Management Analyst

   Mercury

   Jul 2025 — Present

   As the first member of Mercury’s Workforce Management team, I collaborate with business leaders and our Customer Support organization to forecast demand, optimize staffing for a 75+ agent omnichannel environment, and design processes that scale with Mercury’s growth and evolving customer needs-Lead strategic forecasting to determine headcount needs and optimize staffing across multiple support channels with an emphasis on growth across multiple areas of the business. Partner cross-functionally with Operations, Finance, and HR to align workforce planning with business objectives and customer demand-Design and implement efficient scheduling models that balance service level goals, agent experience, and customer needs-Drive continuous improvement of WFM processes, tools, and methodologies to enhance accuracy and agility-Translate complex data into actionable insights that inform leadership decisions and long-term strategy.