Hi, I’m
Elizabeth Hermann
Kansas City,MO
Summary
Detail-oriented and systematic workforce management professional well-versed in real-time analysis, report delivery, planning, and employee engagement with experience in Interactive Intelligence, IEX Workforce Management and Avaya CMS. Successful at utilizing diverse resources and analytical strategies to make effective decisions about workforce needs. Collaborative and open team player adept at working with management to find and implement effective solutions.
Overview
15
years of professional experience
Work History
ResultsCXKansas City, MO
Supervisor, Workforce Management
03.2021 - 08.2022
Job overview
- Supervised a team of 10 planners, schedulers, and real time analysts working remotely from 3 different countries managing inbound and outbound call, email, and chat volume in up to 7 different domestic locations and 3 off shore for up to 100 unique lines of business with client specific key performance indicators in both dedicated and shared environments.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Maintained compliance with company policies, objectives and communication goals.
- Prepared and maintained reports and dashboards.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
ResultsCXKansas City, MO
Workforce Real Time Analyst
08.2012 - 03.2021
Job overview
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Provided real time analysis and monitored schedule adherence for up to 300 agents handling calls for up to 100 unique lines of business across 10 different locations during peak season.
USA800Raytown, MO
Sales Supervisor
11.2007 - 08.2012
Job overview
- Effectively coached team members to reach weekly and monthly sales goals.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Lead a team of up to 40 sales representatives providing sales process, soft skill, legal compliance, and motivational coaching to achieving top sales team status 13 out of 18 months from January 2010 through June 2011.
Education
Metropolitan Community College - Kansas CityKansas City, MO
Some College (No Degree)
Skills
- Statistical Data Analysis
- IEX Workforce Management
- Workforce Efficiency
- Procedures Compliance
- Queue Management
- Effective Working Relationships
- Excellent Written and Verbal Communication
- Documentation of processes
Timeline
Supervisor, Workforce Management
ResultsCX
03.2021 - 08.2022
Workforce Real Time Analyst
ResultsCX
08.2012 - 03.2021
Sales Supervisor
USA800
11.2007 - 08.2012
Metropolitan Community College - Kansas City
Some College (No Degree)
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