Marshall Lee

About Marshall Lee

With over 20 years of experience, I\'ve honed my skills in driving operational excellence and customer loyalty. I\'ve excelled in workforce management, capacity planning, quality assurance, and training. My expertise spans diverse industries, including finance, retail, healthcare, technology, and insurance.I\'m passionate about fostering a positive work environment and promoting diversity and inclusion. I\'ve actively contributed to industry organizations and shared knowledge at events like QATC, SWPP, ICMI, CrmXchange, and CCNG.Let\'s connect and discuss how we can optimize your workforce and enhance your customer experience.

Experience

1. Director of Training Sr Consultant

   Human Numbers

   Dec 2024 — Present · US

   Specialize in comprehensive workforce management (WFM) services that span both front-office Customer Experience (CX) and back-office operations. Offerings include the development and deployment of WFM Essentials training programs, alongside executive consulting in WFM and Planning. Consulting engagements frequently involve strategic partnerships also providing specialized expertise in process improvement, quality assurance, and training to a diverse range of clients.

Skills

• Program Management
• Process Scheduler
• Adult Education
• Vendor Management
• Training & Development
• Operations Management
• Contact Volume Forecasting
• Business Process Improvement
• Capacity Planning
• Organizational Structure
• Leadership
• Workforce Management
• Outbound Contact Center Staffing
• Customer Experience
• Customer Service
• Strategy
• Networking
• Coaching
• Payroll
• Analysis
• Back Office
• Integration
• Workforce Planning
• Process Improvement
• Contact Center Analytics
• Public Speaking
• Software Documentation
• Data Analysis
• Contact Centers
• Contact Center Design
• Budgets
• Nonprofits
• Team Building
• Management
• Customer Satisfaction
• Training
• Verint Workforce Management Software
• Staff Management
• Team Leadership
• Forecasting