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Bill Boulware

@billboulware

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Traffic Workforce Analyst at Charter Communications who delivered $6M+ in annualized payroll savings.

United States

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At Charter Communications, I delivered more than $6 million in annualized payroll cost savings through VTO management, intraday staffing optimization, and real-time capacity planning. I analyzed contact center performance and refined forecasts to help protect service levels.

I also created Excel planning tools and custom Erlang A/C tools, and designed Jira dashboards and reports adopted by WFM teams across three locations. Earlier, as Operations Manager at Critical Care Communications, Inc., I projected staffing needs and scheduled call-center agents while helping improve ASA, abandonment, and accuracy.

Experience

Work history, roles, and key accomplishments

Traffic Workforce Analyst

Charter Communications, Inc.

Jun 2021 - Jul 2026 (5 years 1 month)

Performed real-time analysis of service level, ASA, contact volume, and adherence, delivering $6M+ in annualized payroll cost savings through strategic VTO management and intraday staffing optimization. Created custom tools using Erlang A/C and refined forecasts to protect SLAs across multiple lines of business.

Workforce Management Real time Analysis Capacity Planning VTO Management Forecasting Scheduling Erlang A C Avaya ASAPP Chat Excel Jira Tableau SQL Python Power BI

Business Manager

The Center for Confidence, LLC

Sep 2014 - May 2021 (6 years 8 months)

Provided accounting support along with contractor and vendor management. Modernized business systems and processes and streamlined workflow.

Accounting Vendor Management Process Improvement Workflow Optimization

Operations Manager

Critical Care Communications, Inc.

Mar 2006 - Aug 2014 (8 years 5 months)

Grew revenue year over year and streamlined budgeting, payroll, and client billing. Standardized procedures and training across call centers during acquisitions and projected staffing needs to improve ASA, abandonment, and accuracy.

Operations Management Budgeting Payroll Call Center Management Staffing Training Process Standardization