Michael Devito
Workforce Management and Capacity Planning at Independence Blue Cross
- Role
- Workforce Management and Capacity Planning Vendor at Independence Blue Cross
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About Michael Devito
Hard working individual with powerful business acumen. I have the ability and drive to successfully design and execute a wide range of strategies in order to enhance performance while at the same time increase revenues and profitability within the contact center environment. I am a proven performer who can successfully navigate from vision and analysis to implementation and follow through.I have a well-built management experience coupled with an extensive knowledge of contact centers, specifically Work Force management as well as talent management and team development and motivationSpecialties: Workforce Management, Business Analytics, Dashboarding,Talent Management, strong experience with customer service, customer support, Forecasting and Planning, scheduling, Microsoft Excel, Microsoft Word, Microsoft InfoPath, Microsoft Visio, networking, sales management, SOP creation, Disaster Recovery, leadership, planning, CCPulse, Aspect, Avaya CMS, Verint (Blue Pumpkin), IEX, QlikView, Business Objects, Tableau and Pipkins
Experience
Workforce Management and Capacity Planning Vendor
Nov 2018 — Present · Philadelphia, PA, US
Education
Brookdale Community College
Associates Degree, Business Administration
Skills
- Project Planning
- Forecasting
- Voip
- Operations Management
- Troubleshooting
- Cross-Functional Team Leadership
- Microsoft Office
- Avaya
- Networking
- Program Management
- Resource Management
- Sla
- Team Management
- Telecommunications
- Analysis
- Team Leadership
- Disaster Recovery
- Ivr
- Vendor Management
- Visio
- Project Management
- Coaching
- Change Management
- Outsourcing
- Data Analysis
- Contact Centers
- Six Sigma
- Access
- Bpo
- Quality Assurance
- Workforce Management
- Customer Satisfaction
- Training
- Process Improvement
- Service Delivery
- Management
- Avaya Technologies
- Technical Support
- Business Analysis
- Business Process Improvement
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