Anthony Grey

My Responsibility is to maintaining the contact centers capacity model to ensure that the center is resourced appropriately. In addition to the capacity modeling, i am responsible for all aspects and components to scheduling. Furthermore, ensuring that the centers schedules align to the contact volume distribution and effectively plan for all off line activity.

Some of my responsibilities.

 Develop long term capacity plans and provide accurate work load predictions for annual budgeting and monthly planning

 Provide short and long term forecasting and scheduling predictions for multiple lines of business in the contact center

 Creates special forecasts for hypothetical scenarios to assist decision makers in new market launches and business initiatives

 Coordinate advance workforce planning requirements for all areas within the Vistaprint Operations team to achieve established staffing and service levels.

 Creating models based on historical statistics to help guide future decisions.

 Responsible for forecasting accuracy among key operational metrics reviewed weekly.

 Delivering monthly Stakeholder Review which illustrates previous month’s operational performance compares to forecast & budget.

 Facilitating and driving decision points in the Monthly FTE Governance meeting.

 Understand key drivers for load variations 

 Build training and hiring plans based on load projections, skillset base & gap analysis

 Optimize Work Force Management Process

 Trending analysis on Re-funds/Re-Order/Merchandise Credits

 Responsible for developing head count requirements for all IBPs

 Responsible for planning switch group movement between domains to optimize staffing resources

 Analytics/ CV, AHT, AWT.

KNOWLEDGE, SKILLS AND ABILITIES:

 Sound analytical thinking with strong problem solving skills. 

 In-depth knowledge of contact center operational management & workforce management methodologies and principles. 

 Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.

 High competency in influencing - to present alternatives, resolve conflict and assess and navigate through high-risk or crisis management situations resulting in win-win solutions. 

 Creative approach to problem solving and team collaboration. 

 Well-developed leadership skills to counsel, direct, motivate and recognize staff. 

 Ability to achieve results through others in a positive fashion that balances the interest of the business with the interest of the employee. 

 Superb interpersonal and communication skills. 

 Highly developed analytical, problem recognition and decision making skills. 

 Highly results oriented and comfortable in a fast paces high stress production environment.