Brian Taylor

Analyzed historical data and volume projections, monitoring and adjusting Contact Center Call Management systems to maximize resource utilization. Responsible for overall reporting, staffing & scheduling, real-time productivity management, and account service level.

Supported workforce planning and scheduling efforts by forecasting call volumes and staffing requirements using historical data and trend analysis. Monitored real-time and historical performance metrics to identify trends, variances, and capacity gaps, enabling proactive resource adjustments.

Assisted with long-range planning and ongoing analysis of real-time performance, determining alternative plans when necessary. Collected, evaluated, and prepared reports and complex statistical data for Operations, HR, WFM, and Admin departments.

Managed and maintained user access for application systems, including account creation, modification, and deletion in compliance with security protocols. Administered role-based access controls, ensuring proper user-to-role assignments.

Performed functions equivalent to a Workforce Management Analyst, focusing on long-range planning, real-time performance monitoring, and strategic response to operational variances. Developed and maintained reporting systems to ensure adherence to Service Level Agreements (SLAs).

Served as a Real-Time Analyst (RTA), supporting daily contact center operations through real-time monitoring, intraday reporting, and adherence management. Monitored queues, agent activities, and KPIs to ensure consistent service level performance.

Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Focused on delivering excellent customer service and resolving issues efficiently.

Completed high school education, gaining foundational knowledge across various subjects. Developed essential skills in communication, problem-solving, and critical thinking.