James Funderburk

About James Funderburk

Results-driven Workforce Management (WFM) Leader with Business Intelligence & Analytics expertise, accelerating operational excellence and ROI through data-driven insights, process optimization, and cross-functional collaboration.Core Competencies include:• Workforce Management - Expert in long-term and short-term forecasting, capacity planning, scheduling strategies that balance staffing needs with employee satisfaction, administration of multiple WFM tools (ex: Aspect/Alvaria, NICE/IEX, Calabrio), Real-Time Management operations, partnering with BPOs and maintaining quality standards across distributed teams• Data Analysis, Data Visualization, and Reporting - Mining valuable insights from complex data and developing self-service analytics tools (ex: dashboards) that empower others to discover insights.• Process Automation - Skilled in developing automated workflows within and across platforms to reduce repetitive tasks and enhance operational efficiency.• Knowledge Management - Expert in capturing and organizing institutional knowledge to drive operational efficiency, communication, and cross-functional collaboration• Leadership - Building and developing world-class teams that drive organizational successPassionate about continuous learning and professional development to stay current with industry best practices and emerging technologies and helping to teach and elevate the skills of others. Committed to fostering inclusive, high-performance cultures that drive innovation, customer experience, and business growth.

Experience

1. Operational Planning and Logistics, Command Center Analyst Iv

   GoDaddy

   Nov 2021 — Present · Nashville, TN, US

   Workforce planning and analytics for internal sales departments and international BPO partners• Build contact forecasts and staffing/sizing/schedule optimization models• Partner with BPOs and with internal leaders to drive operational effectiveness • Create dashboards and reports using various tools (ex: Tableau, Excel, Aspect, SQL, Cisco/CUIC) to deliver actionable insights• Build automations to handle repetitive tasks in tools such as Aspect, Jira, Confluence, Slack (workflows), and Power Query/Excel, as well as across tools such as with Microsoft Power Automate.• Streamline operations through process optimization, workflow mapping, and development of standard operating procedures, while implementing knowledge management systems to enhance organizational efficiency• ‘Level Up Club\' Trainer/Organizer: helping to improve peers’ skills in tools (ex: Excel, Tableau) and processes (ex: BPMN/process mapping, project management)• User Administrator for: Aspect/Alvaria WFM, Jira, Confluence, and CUIC• Tableau developer• QuickSight developer: currently migrating Tableau dashboards to QuickSight

Education

• Nashville Software School

  Analytics Jumpstart

  2019 — 2019

• MTSU Graduate Studies

  Master of Science - MS, Information Systems, concentration in Business Intelligence and Analytics

  2024

• Beech High School

  HS Diploma, Honors/AP

  1993 — 1997

• Nashville Software School

  Web Development Jumpstart

  2019 — 2019

• Middle Tennessee State University (MTSU)

  Bachelor of Science - BS, Professional Studies, concentration in Organizational Leadership

  2016 — 2019

Skills

• Customer Experience
• Call Centers
• Leadership
• Process Improvement
• Customer Satisfaction
• Call Center
• Customer Service
• Customer Retention
• Coaching
• Management
• Sales
• Workforce Management
• Training
• Team Leadership
• Sharepoint
• Analysis
• Performance Management
• Vendor Management
• Program Management
• Team Building
• Time Management
• Telecommunications
• Account Management
• Super Mario Kart for Snes
• Strategic Planning
• Forecasting
• Business Process Improvement
• Contact Centers
• Business Strategy