Trevor Friel
Vice President Workforce Management @Cenlar Fsb
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WORK HISTORY
Vice President Workforce Management @Cenlar Fsb
Tempe, AZ, US
Responsible for forming a comprehensive workforce management organization which includes forecasting, budgeting, short & long-term planning, intraday real-time management, staffing models and financial forecast inputs for multiple business units across Borrower Operations including the customer interaction & default call center• Develop interconnecting resource models to drive optimal staffing levels to meet service levels for 120+ individual clients while maintaining focus on the operational and financial business plan• Create process workflows to integrate resource and staffing models into the financial forecasting to strengthen risk management and control profile for the operations team while ensuring client and business operational targets are met• Directly oversee a team of 20+ resource management professionals including employee development, career growth and completion of daily activities across multiple locations within the United States• Oversee implementation and use of the Verint WFM platform• Strong communication skills and ability to build relationships across business units including HR, talent acquisition, learning & development, finance, and executive leadership
EDUCATION
Bellevue University
Bachelor's degree, Call Center Operations Management
University of Phoenix
Bachelor's degree, Business Management and Finance
Northcentral University
Master of Business Administration - MBA, Business Administration and Management, General
Strayer University
Master of Business Administration - MBA, Project Management
Utah Valley University
Associate of Science - AS, Business
SKILLS
ABOUT TREVOR FRIEL
With over 20 years of Workforce Management experience, current as Vice-President of Workforce Management, I lead a comprehensive workforce management organization including forecasting, budgeting, strategic planning and real-time management. My focus is on ensuring that the staffing and capacity models align with the financial forecasts in order to optimize operations while achieving our service level objectives for 100+ individual clients. My expertise in workforce management, financial analysis, and strategic planning enables me to create interconnected resource models and workflows that enhance risk management and controls. With a demonstrated ability to implement processes that support both operational and financial goals, I am committed to fostering effective workforce solutions that drive organizational success.
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