Eric Moore

Senior Workforce Manager @LegalZoom

US

Lead recruitment, training, and daily operations of a high-performing analyst team, optimizing contact center processes to meet customer demands.• Develop and oversee short- and long-term forecasting, scheduling, and real-time management, collaborating with Finance, Operations, and People Operations.• Audit and enhance WFM team reports, forecasts, and models; manage assignments and ad hoc projects.• Oversee BOP partner workforce management operations. Ensuring accurate planning to achieve performance metrics.• Key contributor to business planning and decision-making; trained BPO WFM teams on essential policies.• Recruited and onboarded 80% of current team members, revitalizing WFM processes and team structure.• Established comprehensive WFM procedures, enabling efficient and consistent operations across all business lines.

Sonoran Wings Flight Academy

FAA Certification, Aircraft Dispatching