Tom Brady
Workforce Management Analyst @AmeriGas
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WORK HISTORY
Workforce Management Analyst @AmeriGas
Contact Center Performance Reports – Builds and maintains statistical contact handling reports and other ad hoc reports leveraging various data sources to communicate the various key performance indicators. Analyzes and investigates contact center and frontline performance trends. Presents reports for contact center leadership and support teams that meets high standards of quality and data integrity.• Workforce Management of Contact Center Activities – Provides recommendations for the overall planning needed for incoming and outgoing contacts as well as other activities. This includes determining the appropriate times for various activities, overtime recommendations, and vacation calendar availability. Maintains databases and reports concerns with data integrity to leadership timely.• Communications - Keeps leadership informed and produces management reports on contact center activity which may include workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues and unresolved customer complaints. Recognizes and recommends operational improvements.
EDUCATION
Cleveland State University
Economics
Bowling Green State University
Sociology
SKILLS
ABOUT TOM BRADY
Experienced Workforce Management, Quality Control and Data Analyst with a demonstrated history in the oil & energy industry. Skilled in Workforce Management, Operations Management, Sales, SAP, Contact Centers, Quality Evaluation, Process Improvement and Data Quality. Strong Workforce Management and Quality Assurance professional.
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