Michael Leveroni
Workforce Management Professional | Driving Operational Efficiency & Employee Engagement
- Role
- Workforce Management at Automated Health Systems
- Location
- Wilmington, MA, US
- LinkedIn followers
- 500 followers
About Michael Leveroni
An experienced operations leader with a wide range of knowledge in call center operations…
Experience
Workforce Management
Dec 2024 — Present · Marlborough, MA, US
Optimized agent scheduling, increasing schedule satisfaction while consistently achieving 90%+ SLA for 8 consecutive months achieving 92% SLA YTD in 2025, a significant improvement of 20 percentage point increase YoY- Eliminated call center reliance on translation units, achieving >100% reduction in usage and delivering over $150K in year to date cost savings- Implemented WFM automation via notification system to improve schedule adherence and call flow management, generating over $250K in cost savings via AHT & Adherence improvements- Developed and presented key strategic plans to both corporate and state leadership, influencing the contract negotiations with the state of Massachusetts
Education
Worcester State University
Bachelors, Business Administration
2006 — 2010
Skills
- Monet
- Microsoft Office
- Call Centers
- Pipkins
- Powerpoint
- Microsoft Excel
- Data Analysis
- Process Improvement
- Outlook
- Microsoft Sql Server
- Analysis
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