Nigel Ponds

About Nigel Ponds

Workforce Optimization Director with experience in overall management of contact center…

Experience

1. Global Director of Workforce Management

   Fanatics

   May 2019 — Present

   Responsible for providing best-in-class business forecasting, planning, scheduling, telephony infrastructure, and omni-channel customer experience software support for our Global Contact Centers. Held accountable to consistently exceed service level performance targets while driving cost reductions through staffing efficiencies and self-service tool implementations like IVR and FAQ functionality. Frequently balance the professional development of my team internally and at outsourced vendor locations, with 3rd party contract negotiations and vendor management of contact center software, whilst consistently communicating and collaborating across the organization to achieve business goals and objectives for customer and Fanatics partners. Maintain strong analytical skills and leverage data to make key decisions that will enable our workforce to drive customer satisfaction while meeting our Key Performance Indicators. Experienced with workforce optimization best practices, globally, to agilely transform and improve Fanatics customer experience with leading edge technologies, telephony and workforce best practices.

Education

• University of Florida

  Bachelor of Arts Degree, Sociology

  2000 — 2005

Skills

• Time Management
• Sales
• Credit Cards
• Management
• Policy
• Databases
• Accounting
• Strategy
• Operations Management
• Office Management
• Teamwork
• Banking