Hudson Eakin
- Role
- Workforce Analyst ll - Platform Manager at SimpliSafe
- Location
- Somerville, MA, US
- LinkedIn followers
- 500 followers
About Hudson Eakin
As a workforce management analyst with a background in music and education my toolbox…
Experience
Workforce Analyst ll - Platform Manager
Jul 2020 — Present · Boston, MA, US
PureCloud Architect (IVR) Certified as of 5/29/23\\\\n- PureCloud Professional Certified as of 2/17/23\\\\n- Agent Audit Manager. Revised a manual, annual agent audit process that took days to complete, and reduced it to a single form that takes 10m to produce on a weekly basis.\\\\n- Leading Focus Groups with agents and researching call data to design PureCloud Call Scripts/Screen-Pops around agent needs.\\\\n- Telephony (IVR) Manager\\\\n- Integrating Genesys PureCloud and NICE IEX with other platforms like Salesforce, and Sprnklr.\\\\n- Managing the PureCloud platform across multiple, international locations.\\\\n- Developing new, efficient tools and reports for call center employees including call scripts, agent auditing, training materials, process documents, etc.\\\\n- Assisting Supervisors and Department Leaders with NICE and PureCloud related issues\\\\n- Working with IEX and Genesys to troubleshoot systematic platform issues.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
Education
Keefe Tech
Electrician
Clark University
BA, Management
2008 — 2012
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