Lee Sanders

About Lee Sanders

I have 25 years of Contact Center/Customer service leadership experience in both inbound,…

Experience

1. Sr Manager, Workforce Management

   Kaiser Permanente

   Sep 2020 — Present · Duluth, GA, US

   Responsible for oversight, coaching and development of Workforce Specialists and Coordinators in a multi site contact center. Ensure that communication between control desk and regional sites is consistent. Follow-up with regional site management on recurring performance or adherence concerns affecting goals. The Workforce/Intraday Manager will back-up the Forecasting/Scheduling Manager including performing the forecasting / statistical models.Essential Responsibilities:Review hourly service level report to review multi site/multi skill performance of contact centers. Monitor and analyze calling patterns, intra- and inter-day activity and make adjustments as needed to ensure optimal productivity and efficiency. Determine need for new IVR message recordings as needed. Provide recommendations for overtime, reduction of staff and adjustments of schedules and breaks.Review intra-day performance, absences, trainings and meetings in preparation for daily morning call between all regions to discuss same day goals and events. Provide senior leadership information and analysis regarding workload, traffic distribution and service performance. Oversees escalation plan when service levels are negatively impacted in collaboration with senior workforce manager.Document incidents impacting service level as well as all training and meetings completed for prior month and send event log to Senior Workforce Manager monthly.Ensure adequate staffing of control desk 24 x 7.Responsible for being second tier escalation of technology issues if systems impacting workforce management are not functional.

Education

• Morehouse College

  Psycholgy

  1985 — 1990

Skills

• Acd
• Account Management
• Change Management
• Management
• Team Building
• Strategy
• Call Centers
• Microsoft Excel
• Microsoft Word
• Team Leadership
• Business Process Improvement
• Forecasting
• Business Analysis
• Program Management
• Call Center
• Employee Benefits
• Vendor Management
• Iex
• Capacity Planning
• Workforce Planning
• Customer Experience
• Leadership
• Start-Ups
• Personnel Management
• Outsourcing
• Customer Satisfaction
• Training
• Call Center Development
• Ivr
• Workforce Management
• Insurance
• Time Management
• Quality Assurance
• Performance Management
• Metrics
• Contact Center Operations
• Call Center Administration
• Coaching
• Data Analysis
• Contact Centers