Morgan Kocotis

About Morgan Kocotis

I am a Workforce Management leader with deep experience owning long-term forecasting, staffing strategy, and telephony routing design across complex, multi-channel servicing environments.At Cenlar FSB, I lead enterprise WFM efforts supporting 100+ client portfolios, with responsibility spanning Inbound, Chat, Outbound, and Back Office operations. My role sits at the intersection of workforce strategy, technology, and operations — translating volume trends, business growth, and client requirements into actionable staffing plans and sustainable service delivery.I own the development and maintenance of long-term forecasting and staffing models, partnering with senior leadership to align capacity planning with budgets, hiring strategies, and vendor utilization. In parallel, I design and manage Avaya CMS and BRE call flows and routing strategies, ensuring efficient call distribution, accurate reporting, and effective skill utilization across diverse SLAs.I lead and develop a team of Workforce Analysts covering real-time management, forecasting, scheduling, and off-phone activity planning, while collaborating closely with Operations, Technology, and outsourcer partners to balance performance, cost, and client commitments.Known for a pragmatic, data-driven approach, I focus on building scalable workforce solutions that support operational stability, client satisfaction, and long-term business growth.

Experience

1. Manager Workforce Management

   Cenlar Fsb

   Jun 2016 — Present · Ewing, NJ, US

   OverviewEnterprise Workforce Management leader with ownership of long-term forecasting, staffing strategy, and telephony routing design across multi-channel servicing environments supporting 100+ mortgage clients. Proven ability to align workforce strategy, SLA performance, and budget outcomes while leading high-performing analyst teams.Key Responsibilities & Achievements•End-to-end Workforce Management strategy across Inbound, Chat, Outbound, and Back Office operations•Design, manage, and optimize Avaya CMS and BRE call flows and routing strategies, ensuring efficient call distribution, accurate reporting, and effective skill utilization•Develop and maintain Long-Term Forecasting and Staffing models, translating volume trends, business growth, and client onboarding into multi-month and annual staffing plans•Provide long-range workforce insights to support business growth, client onboarding, and operational transformation initiatives•Partner with senior leadership to align long-term capacity plans with budget forecasts, hiring strategies, and vendor utilization•Manage call and work item flows for 100+ clients across multiple telephony platforms using both in-house and outsourced resources•Strategically balance service levels, productivity, and cost efficiency across varied SLAs and contractual requirements•Lead and develop a team of Workforce Analysts responsible for Real-Time Management, Forecasting & Capacity Planning, Scheduling Off-Phone Activity, & Shrinkage Planning•Produce and deliver routine and ad-hoc reporting on agent productivity, queue performance, and SLA variance•Act as a trusted advisor to leadership by converting complex data into actionable insights that inform operational decisions and client commitments

Education

• Community College of Philadelphia

  Courses Completed in Computer Science

Skills

• Microsoft Excel
• Forecasting
• Software Documentation
• Inventory Management
• Access
• Customer Satisfaction
• Leadership
• Microsoft Office
• Process Scheduler
• Computer Hardware
• Call Centers
• Vendor Management
• Windows
• Customer Experience
• Troubleshooting
• Networking
• Supervisory Skills
• Contact Centers
• Time Management
• Management
• Team Building
• Technical Support
• Telecommunications
• Payroll
• Analysis
• Process Improvement
• Outlook
• Help Desk Support
• Customer Retention
• Customer Service
• System Administration
• Analytical Skills
• Computer Repair
• Team Leadership