Jamison Todd

Manager 1, Workforce Management for National Centers of Excellence at Comcast

Role: Manager 1, Workforce Management at Comcast
Location: Manitowoc, WI, US
LinkedIn followers: 500 followers

About Jamison Todd

To utilize my knowledge of Call Center Operations and Customer Service skills in a fast-paced and challenging environment.

Experience

Manager 1, Workforce Management
Comcast
Feb 2013 — Present
Creation of a Workforce Program for Enterprise Business Services• Through analysis, making recommendations for operational reorganization and best practices to transition operational thinking towards Call Center environment• Maintain forecasting for Enterprise Business Services while providing some low-level oversight of Business Divisional office forecasting• Working closely with Telecom operations for build-out and routing recommendations for new IVR platform• Building and development of analytical and reporting tools for internal group and Operational Leadership review for agent metric and call center performance reporting• Development of outsourcing and agent skilling plans based on Business need• Coaching and developing of Real Time direct reports to assist in further growth within the Company• Managing configuration and access profiles for thousands of users of informational delivery of schedule and request information in a cloud-based scheduling application. This includes mobile, e-mail, and desktop delivery• Administration of user and capture/invoicing of program productivity through an online application used for reporting and invoicing of performance for internal and external sites

Skills

Troubleshooting
Forecasting
Telecommunications
Analysis
Operations Management
Customer Retention
Vendor Management
Customer Service
Customer Satisfaction
Training
Microsoft Sql Server
Project Planning
Call Centers
Coaching
Scheduling Tools
Management
Avaya Technologies
Budgets
Customer Experience
Avaya
Business Process Improvement
Microsoft Excel
Trend Forecasting
Aspect Eworkforce Management
Workforce Management
Leadership
Software Documentation
Process Improvement
Contact Centers

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