faye User
@fayeuser1
Workforce management analyst specializing in forecasting, capacity planning, and omnichannel scheduling.
United StatesWhat I'm looking for
I am a workforce management professional with extensive experience building forecasts, optimized schedules, and capacity plans for omnichannel, multi-site contact centers. I specialize in translating complex data into actionable staffing strategies using tools like Erlang, SQL, Power BI, and Tableau.
At ETrade (Morgan Stanley) I provide high-level strategy guidance on FTE utilization, develop supplemental forecast models, and redesigned a multi–business-unit PTO bidding process to improve long-term planning and agent satisfaction. At Backcountry.com I led staffing strategy reviews, administered workforce platform configurations, and optimized schedules to meet service level and abandonment targets.
I bring strong written and visual communication, focus and time-management, and hands-on experience with workforce and contact-routing systems to collaborate across departments and deliver measurable efficiency and service improvements.
Experience
Work history, roles, and key accomplishments
Workforce Management Analyst II
ETrade at Morgan Stanley
Feb 2023 - Present (3 years 4 months)
Provide capacity planning and scheduling for a multi-site omnichannel contact center, redesigning PTO bidding and developing forecast models (Erlang) to improve staffing efficiency and agent satisfaction.
Workforce Management Analyst II
Backcountry.com
Apr 2019 - Feb 2023 (3 years 10 months)
Designed staffing plans and optimized schedules for multi-skilled operations, administered WFM platform configuration, and led weekly staffing and strategy reviews to meet service level and abandonment targets.
Intraday Specialist I
Backcountry.com
Jun 2018 - Apr 2019 (10 months)
Monitored real-time adherence and balanced agent assignments across channels, providing intraday data-driven staffing recommendations and managing attendance and overtime adjustments to maintain queue health.
Education
Degrees, certifications, and relevant coursework
faye hasn't added their education
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