Nathaniel Brown
Supervisor of Workforce Management @City of Atlanta
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WORK HISTORY
Supervisor of Workforce Management @City of Atlanta
Achievements:• Increased service levels from 51.2% to 80.8% comparing April 2015 – January 2016 to the same period 1 year later.• Saved 915 staff hours annually by automating three of the daily performance reports.Responsibilities:• Oversee all workforce management functions for the ATL311 contact center. • Forecast needed staff across all ATL311 departments and recommend hiring for each. • Analyze and determine needed adjustments to departmental KPI\'s to improve service levels and abandon rates.• Maintain attendance and disciplinary records for all ATL311 CSR’s.• Track attendance, adjust payroll and approve vacations for all ATL311 employees.
EDUCATION
ISACA
Certified Information Systems Auditor, Information Systems Auditing
Morehouse College
Bachelor's of Arts, Spanish Language and Literature
Chattahoochie Technical College
Healthcare
Columbia Southern University
Business Administration - Information Technology
ABOUT NATHANIEL BROWN
Expertise in workforce management, call center management, customer service, collections and data analysis. A subject matter expert in scheduling, call routing, forecasting, attendance tracking and developing protocols for new contact center queues. My top priority is adjusting staffing to ensure that your department meets its service level goal while ensuring optimal staff occupancy. I look through the data to find the winning story for your company. Contact me at N••••••••@gmail.com or 67••••••31 to discuss what I can do for you.
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