Brian Heil

About Brian Heil

Development of capacity planning methodologies for a global mobile retail operation that grew to 700+ field employees with 70+ locations in 5 countries servicing 5 partners.Startup of workforce management department, implementing Aspect WFM hosted software and developed reporting functions for client services with scope of operations including 200+ support engineers with 3 physical locations in 2 countries with a large contingent of homeworkers, supporting lines of business with 10+ product lines to partner and direct business model.2016 J.D. Power Assisted Technical Support Certification. 2017 Aspect Customer Experience Award recipientsInitiated workforce management functions and implemented Aspect WFM premise software in a customer contact center with scope of operations including 1800 agents with 4 offshore vendors in 6 locations, supporting 10+ lines of business, in 20 countries, with 4 Languages.Pertinent Skills & Experience Include:• Customer Contact Center Operations• Field Operations• Workforce Management• Global Resource Planning• Business Continuation Planning• Program Management• Project Management• Change Management• Vendor Management• Budgets & Capitol Appropriation• Key Performance Indicator Management• Interactive Voice Response Management• Telecommunications Operations• Software Lifecycle Management• Requests for Proposals• Statement of Work • Return on Investment• Technical Implementation• Product Lifecycle Management• Engineering Escalations• Service Management• Support Management• Risk Management

Experience

1. Workforce Management

   Edward Jones

   Nov 2022 — Present · San Francisco, CA, US

   Integrate new departments to Workforce Management Workforce Management responsibilities include: Creating statistical modeling for Strategic and Tactical Volume Forecasting, Long term Staff Planning along with Schedule and Real Time coordination. Reporting responsibilities include: Service Now, Salesforce, Verint and Tableau for Historical Reporting and Analysis. WFM responsibility for 4 US Helpdesk areas supporting greater then 16K branches in the US and CA. WFM responsibility for 7 CA Branch financial product areas supporting grater then 500 CA branches. WFM responsibility for Product Market Test Team supporting rollouts of new products to greater then 16K branches in the US and CA. Verint WFM System configuration. Transitioned from people owned tasking to processes for contact tracking in Service Now. Developed statistical models for volume forecasting. Enhanced volume and forecast reporting for Operations and Senior Management to include monthly Forecast Review, Forecast Look Ahead and Risk management. Interfaced with the Product and Operations teams for major initiative qualitative information. Interfaced with the Operations Team to sync long term Staff Planning with Budgeting. Interfaced with the Product team to gain quantitative data for initiatives with potential volume implications. Introduced WFM methodology and procedures including but not limited to queue sizing, agent skilling, contact prioritization, IVR prompting, alignment to schedule.

Skills

• Consumer Electronics
• Databases
• Product Marketing
• Cross-Functional Team Leadership
• Demand Planning
• Microsoft Excel
• Product Management
• Strategic Forecasting
• Customer Experience Management
• Ivr Design & Evaluation
• Telecommunications Systems
• Change Management
• Roi Management
• Sow
• Kpi Implementation
• Beta Management
• Support Management
• Aspect Ewfm
• Sql
• Service Management
• Root Cause Problem Solving
• Visual Basic
• Sharepoint
• Product Planning
• Forecasting
• Workforce Management
• Supply Chain
• Product Launch
• Supply Chain Management
• Product Development
• Workforce Planning
• Telecommunications
• Call Centers
• P&L Management
• Vendor Management
• Product Lifecycle Management
• Project Planning
• Strategic Partnerships
• Go-to-Market Strategy
• Crm