Kaolin Tomlinson

About Kaolin Tomlinson

I live and breath workforce management. I love forecasting, improving processes, building and automating spreadsheets, and building people to be successful. I always focus on learning how things are put together, and how they work. This extends beautifully into the call center industry. It allows me to take apart the status quo and rebuild processes and procedures to unlock additional efficiency. I never rest until a problem is solved, and I\'m always on the hunt for new ways to make improvements.I got into workforce to drive change for the better within the agent staff, and extend those changes onto the customer. I never forget the place where I started, and I bring that to the table in everything I do.Specialties: Workflow Analysis - Capacity Planning - Process Improvement - Forecasting - Data Analysis - Spreadsheet Creation & Automation - Training & Development - IEX & Aspect Scheduling Systems - Avaya CMS

Experience

1. Director, Workforce Management

   Qualfon

   Mar 2021 — Present

Skills

• Customer Service
• Outsourcing
• Data Analysis
• Contact Centers
• Employee Training
• Iex Total View
• Stretching
• Aspect Workforce Managment
• Call Centers
• Leadership
• Client Rapport
• Process Improvement
• Business Process Improvement
• People Management
• Employee Management
• Capacity Planning
• Avaya Cms
• Avaya Products
• Microsoft Excel
• Scheduling
• Workforce Management
• Forecasting
• Public Speaking
• Bpo