Hugh Melvin
Director Workforce Management at FanDuel
- Role
- Director Workforce Management at FanDuel
- Location
- Waterville, ME, US
- LinkedIn followers
- 500 followers
About Hugh Melvin
As a Director of workforce management I will effectively utilize acquired expertise…
Experience
Director Workforce Management
Nov 2020 — Present
Accountable for the strategic Workforce Management program, planning processes, infrastructure and tools, and execution of long-range, annual, and quarterly workforce plans. Engages with senior Business Leaders to garner healthy Workforce Management program support and enterprise coordination. Drives and manages alignment of Workforce Management program outcomes with business needs by understanding business requirements, strategic drivers, and future organizational trends and objectives. Serves as the company Workforce Management subject matter expert with knowledge, skills, and experience needed to work through challenges, find opportunities, and communicate progress against goals to the rest of the organization. Assists and manages the organizational change and communication efforts as the organization adopts new working methods, processes, and the Workday Adaptive planning tool. Responsible for Long-range, annual, and Quarterly Planning process and the handoff to the Position Management Process. Build out the operational functions to support both a physical and virtual WFM command center supporting large multi-vendor teams Accurately forecast contact volumes and handle times based on historical and business data Drive forecast accuracy by researching and applying the most accurate statistical and non-statistical methodologies to improve intra-day, daily, weekly, and monthly forecasts for each call and chat type Develop capacity plans for each internal and outsourced staff group which detail turnover, leaves of absence, cross-training, and hiring requirements to meet call volume delivery goals. Partnered with business leaders, and finance to creatively develop and implement new directions, processes, and tools to drive the business strategy and fuel growth.
Education
Stephen F. Austin State University
Business Analytics
1995 — 2000
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