Remote worker with 14+ years of experience - Last seen 1 year ago

I am a highly resourceful and experienced Workforce Management Analyst with 11 years of demonstrated leadership in contact center operations. Throughout my career, I have overseen large teams across multiple centers, ensuring excellence in customer services.

I specialize in enhancing Management and Workforce departments' performance, optimizing staffing, productivity, and volume intake to elevate KPIs and improve service levels and satisfaction. Additionally, I am proficient in client communication methods, initiating capacity planning for global projects, and establishing incident management protocols.

My skills also extend to data analysis, where I excel in identifying root causes and recommending interventions for performance optimization. I am adept at scheduling and monitoring call center activities and collaborating with operations leaders to align strategies with business objectives.

Furthermore, I thrive in addressing challenges, synthesizing complex information into actionable recommendations, and building consensus across diverse stakeholders.

Feel free to connect with me via email at [email protected]. I look forward to engaging with like-minded professionals and exploring new opportunities together.

🛂 Nationality	🇺🇸 United States
🏡 Residency	🇺🇸 United States
📍 Location	🇺🇸 United States
Remote OK	rok.co/@damianmccausland
LinkedIn	sdfljasfjkhsdfajsf ⭐️ Upgrade to Premium to contact
Skilled in	real time scheduling forecasting capacity planning data analytics overtime paid time off voluntary time off coding iex verint nice looker sql mode data dog periscope siesense snowflake blazer google script okta vto pto attendance greenhouse kronos workday expensify zd explore occupancy adherence procedures eap swot hot laps star lattice cheers forma acd ivr chat microsoft office google sheets excel outlook slack skype zendesk wiki confluence avaya cisco ujet tableau
Fluent in	english
Preferred annual pay (min)	$70,000/year
Preferred hourly pay (min)	$35/hour
Last seen	1 year ago
Signed up	1 year ago
Badges	👨‍💻 Remote worker 🎖 Early adopter