Robert Stauffer

Owned call volume forecasting for five lines of business and served as the primary SME on the Genesys Cloud scheduling platform. Implemented all portions of the Scheduling and Forecasting sections of the Genesys Cloud platform, including business units and management units, and created planning groups.

Held responsibility for scheduling, analysis, and staffing of three lines of business, creating staffing plans and schedules. Performed all analyses related to the shift bid process, executing five successful shift bids that increased overall scheduling efficiency by 10%.

Developed call center work schedules based on forecasted call volume and staffing needs, ensuring adequate staffing levels to balance service-level and financial performance. Conducted deep-dive what-if analyses on low-service and high call abandonment levels, resulting in a 10% reduction in abandonment rates and normalized attainment of service goals.

Coordinated short- and medium-term forecasting analysis and staffing for six call centers with five lines of business. Developed new forecasting and allocation methods, resulting in improved forecasting accuracy by an average of 5% and reduced labor costs by 3%.

Maintained scheduling for four call centers with six lines of business across four different site locations and managed intraday performance through ad hoc scheduling. Conducted large-scale re-organization of staffing and executed four shift bids, resulting in overall greater efficiency of operations and increased schedule efficiency by 5%.

Participated in the launch of Vonage Brazil operations, creating all technical reference content for internal and customer-facing platforms. Developed workflow processes to address necessary follow-up and to document customer interactions, designing, implementing, and testing four detailed workflows to assist new agents in troubleshooting technical issues.

Delivered training and development content for new hires, product launches, and workflow process changes. Proposed improvements to a new-hire transformation project involving extensive call analysis on trends and behaviors, automating the call analysis process, and creating materials to help lower average handle time for new hires.

Served as a Subject Matter Expert (SME) to support training colleagues in upskill transitions and performed call analysis based on echo data from customer satisfaction results. Facilitated training of supervisors at partner sites, resulting in sharing intel to help yield workflow discrepancies and streamlining processes and procedures.

Completed an Associate of Science degree with a concentration in Computer Science. The curriculum provided a foundational understanding of general education principles and computer science concepts.