Michael Kramer
Workforce Management Analyst | Real-Time Monitoring | Vendor Management | Access Provisioning | SLA & KPI Reporting | NICE | IEX | Excel | SOP Development | Performance Analytics | Licensed Insurance Producer
- Role
- Independent Senior Associate at Gfi Global Financial Impact
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Michael Kramer
With over 15 years of experience in workforce management and customer service, I specialize in building scalable strategies, launching global support centers, and aligning analytics with operational goals. I’ve led initiatives across onboarding, vendor coordination, and performance optimization—always with a focus on improving both agent experience and customer satisfaction.Throughout my career, I’ve:Managed the onboarding of agents across five international vendor sites, enabling seamless ramp-ups during seasonal surges.Reduced new hire ramp-up time by 30% by creating a standardized onboarding manual and training framework.Cut unauthorized system access incidents by 50% through SOP development and improved access provisioning.Improved SLA adherence and agent utilization through real-time monitoring and intraday staffing adjustments.Saved costs and increased transparency by leading monthly invoice reconciliation, variance analysis, and budget tracking.Acted as workforce liaison during high-volume promotional events, ensuring service continuity and resource availability.Created custom executive dashboards that transformed raw data into actionable workforce insights for leadership.I bring structure to fast-moving environments using tools like NICE, IEX, and Excel, while fostering strong cross-functional relationships that align workforce planning with evolving business needs. Whether supporting global contact center launches or mentoring junior analysts, I focus on clarity, compliance, and continuous improvement in everything I do.My hard skills include: Workforce | Real-Time Monitoring | Scheduling Optimization | WFM Tools (NICE, IEX, Amazon Connect)| Excel (Pivot Tables, Formulas)| Contact Center Operations | Performance Analytics | Shrinkage & Occupancy Analysis | Multi-Site Vendor Coordination | Onboarding & Access Provisioning | SLA Tracking & Reporting | Dashboard Creation | SOP Development | Cross-Functional Collaboration
Experience
Independent Senior Associate
Feb 2026 — Present · Los Angeles, CA, US
Provide insurance and financial solutions for families• Team Building• Growth to Senior Associate in 4 months
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