Farrah Thompson

Director - Workforce Management @Conduent

Portland, OR, US

Experience in all stages of BPO from RFP to Production - Contract negotiations, internal financial modelling, location/spatial planning, recruiting/demographic forecasting, creation of unique staffing plans with detailed milestones, setting production goals and reporting, switch and telephony vectoring/set up, workforce management software integration and launch of production coverage for over 50 new projects and 20 call centers. Management of 20 clients, 20 sites (on/off/near shore), 1500 skills and agents simultaneously with team of Workforce Managers and Global/Local Workforce Analysts. Team responsible for real-time staff direction, skill management, production reporting, scheduling, forecasting and client interfacing and efficiency. Management of outside vendors/suppliers contracted with for call center services. Predict and then communicate/present positively and professional service challenges/ build comprehensive action plans to address service challenges with internal and external audiences. Creation of call volume/staffing forecasts based on mail /marketing events/customer accounts with 95% or better accuracy. Expert at translating data/ analysis to formats that can be easily digested by clients/operation’s teams Creation of production reports for the sites to easily understand/identify areas of specific opportunity for project efficiency/revenue gain. Constant audit and improvement of WFM reporting, processes and procedures to ensure that best practices are shared among teams. Foreword focus of project/team goals and planning/implementing steps needed to achieve project/revenue efficiency and growth. Experience planning costs/revenue and building/reviewing 12-16 month budgets for teams of WF Analysts.