Ryan M.

Capacity Planner | Verint WFM Administrator

Main contributor in workforce processes and procedures such as capacity/resource planning, forecasting and report generation. Workforce tool (Verint) Administrator - Responsible for Set up, Maintenance and Troubleshooting of the entire tool. Trains and guide other users from representative to management level and makes sure that its usage is maximized across the organization. Major representative in call center implementations where I provide WFM recommendations to new and potential clients. Creates and maintains ang short and long term capacity plan to organize hiring requirements to make sure that we have enough staff to meet service goals and key KPIs. Creates forecast, identify trends and use past and existing data to make business recommendations to incorporate in the planning of resources. Plan staffing requirements such as ramp, movements to other LOB/programs and downsizing to ensure optimal revenues.