William Sonnie
Workforce manager
- Role
- Senior Forecasting and Scheduling Analyst at Cenlar Fsb
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About William Sonnie
I help contact center organizations improve service, staffing efficiency, and workforce…
Experience
Senior Forecasting and Scheduling Analyst
May 2016 — Present · Ewing, NJ, US
Led the Verint workforce management platform deployment across 1,500 agents, achieving a 35% improvement in operational efficiency. Developed robust forecasting models that accurately predicted call volumes and staffing requirements, leading to a 25% increase in customer service responsiveness and a 15% decrease in wait times. Oversaw the daily analysis of multiple queues, achieving a consistent 10% year-over-year improvement in service levels and a 15% reduction in average response times. Implemented strategic adjustments in training and development schedules, which increased employee productivity by 30% and reduced turnover by 40%.
Education
Philadelphia Community College
Information Technology; Information Technology
Skills
- Business Process Improvement
- C++
- Computer Maintenance
- Operations Management
- Web Design
- Program Management
- Computer Repair
- Team Leadership
- Customer Retention
- Project Management
- Customer Service
- Visual Basic
- Performance Management
- Crm
- Data Analysis
- Contact Centers
- Customer Experience
- Microsoft Excel
- Aspect
- Html
- Software Installation
- Customer Satisfaction
- Training
- Leadership
- Inbound Marketing
- Real Time
- Management
- Team Building
- Avaya Technologies
- Verint
- Telecommunications
- Analysis
- Microsoft Office
- Avaya
- Account Management
- Call Center
- Ewfm
- Ms Office Suite
- Coaching
- Time Management
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