Jolie Corral

Experience

1. Director, Capacity Planning and Workforce Optimization

   Tinder

   Jan 2020 — Present · CA

   Establish all WFM processes and procedures in Member Experience to align operational KPIs withmeeting service objectives, including staffing models, forecasting, scheduling, reporting, andperformance analysis Evaluated vendor contracts and pricing, along with setting KPIs, resulting in refined staffing levels,improved operational efficiency and reduced labor costs, and remain primary contact for vendorrelations Sourced and implemented a WFM solution for internal teams, providing for operational reportingand improving turnaround times for highly sensitive escalations Collaborate with senior leaders and key stakeholders as needed in support of meeting operationalgoals including product launches, feature/policy changes, and tool roll-outs Scope headcount requirements and forecasted labor costs related to proposed features, whileworking with finance to maintain appropriate budgets Participated as a Mentor in MentorMatch program, connecting with two mentees in the MatchGroup organization seeking professional guidance