Corporate Vice President, Workforce Managment
Establishments primarily engaged in the retail sale of products by television, catalog, and mail-order. These establishments do not ordinarily maintain stock for sale on the premises.
Contact Center Operational Leader with 17 years of experience developing and leading cutting edge Operational Strategies, Workforce Management Plans, and Technology Solutions that ensure world class customer contact execution in a sustainable and cost-efficient growth model. Areas of Strength Signature Achievements ¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯ Strategic planning contributor and project implementation lead for the work-from-home agent model for the Home Shopping Network, which has created over 1,200 domestic jobs and received national recognition as a best-in-class initiative. Leadership partner in the implementation of the “Centers of Excellence” initiatives throughout the HSNi organization including Home Shopping Network and Cornerstone Brands. Integral part of the HSN Career path development team, responsible for the review and revision of job descriptions throughout the HSN Contact Centers which resulted in improved agent engagement and retention. Areas of Strength ¯¯¯¯¯¯¯¯¯¯¯¯¯¯ CALL CENTER MANAGEMENT ■ Team Development and Management ■ Key Performance Indicator Monitoring ■ Initiative and Process Implementation ■ Outsourcing and Vendor Management ■ Call Routing and Telephony Strategies ■ Contact Center Technology Solutions OPERATIONS LEADERSHIP ■ Strategic Planning and Project Design ■ Operations Analysis and ROI Assessment ■ Budget Management and Reporting ■ Cost Savings and Process Optimization ■ Mentorship and Development of Staff ■ Performance Evaluation Procedures WORKFORCE MANAGEMENT ■ Work-at-Home Strategies ■ Contact Center Schedule Design ■ Staffing Forecasts and Hiring Plans ■ Real-Time Service Level Management ■ Service Level Agreement Negotiation ■ Multi-site Integration and Staffing For additional industry information about the cutting-edge operational and workforce management strategies we are implementing at HSN, please connect with me via LinkedIn or contact me directly at firstname.lastname@example.org