Joshua A. Miller
Workforce management, leadership, training, and project management expertise within a large, multi-site operation with multiple programs. Proficient with office and workforce technologies. Ability to multitask under time constraints in a high-pressure environment of change. Strong verbal and written communication skills and ability to communicate effectively with all levels of employees, including executive-level audience. Resourceful and innovative problem-solving abilities with outstanding analytical skills. Ability to drive change and manage performance in diverse, cross-functional environment. Successful career progression with a history of increasing levels of responsibility.
Skills and Attributes
Service Levels · Change Control · Scheduling Management · System Administration · Capacity Planning · Software Management · Resource Allocation · Telecommunications · Project Implementation · Staffing Plans · Business Analytics · Business Requirements · Forecasting · Human Capital Management · Business Process · Routing · Technical Documentation · Stakeholder Management · Optimization · System Monitoring · Workflow Design · Strategy Alignment · Requirements Analysis · Functional Specifications · Support Systems · User Acceptance Testing · Business Process Improvement · Service-Level Agreements (SLA) · Key Performance Indicators · User Acceptance Testing · Resource Planning · ACD · Project Plans · Client Requirements · Verint WFM · Aspect WFM
Education History
• Frenship High School, Diploma (1995)
• Austin Community College, Accounting (1 year completed)
• Lean Six Sigma Green Belt Certification (June, 2015)
Work Experience
Business & Integration Arch Analyst – WFM Consultant
Accenture · Full-time
Aug 2022 to June 2025 – 2 yrs, 9 mos
Provided Verint Cloud onboarding and support services including Consultation for Organizational structure and business requirements, Configuration, Training (Administration, Forecasting, Scheduling, Real-Time Management, and Reporting), and go-live support for multiple clients with vendors world-wide.
Business Analyst- WFM Consultant Business Analyst- WFM Consultant
EXPERIS IT SERVICES US, LLC · Contract
Jan 2022 to Aug 2022 · 8 mos
Provided Verint Cloud onboarding and support services including Consultation for Organizational structure and business requirements, Configuration, Training (Administration, Forecasting, Scheduling, Real-Time Management, and Reporting), and go-live support for multiple clients with vendors world-wide. (Contract transferred to Accenture in August 2022)
Sears Holdings CorporationSears Holdings Corporation
14 yrs 3 mos
Sears Global WFM Operations Manager
Aug 2017 - Oct 2021 · 4 yrs 3 mos
Provided leadership and development of team of 4 salaried managers who are responsible for managing 20-36 hourly staff who monitor the contact network operations in up to 10 domestic contact centers and multiple outsourced contact centers in real time to address concerns that may impact the standards set forth by the business (WFM Hourly teams are responsible for profile creation in call center applications, schedule creation and tracking in WFM tools, real-time management, and contact allocations, execution of contingency plans for emergency situations, application support and outage coordination)
Created workforce management processes in partnership with Operations business partners to provide an expected consistent support experience across multiple contact centers
Managed WFM projects that result in efficiency, cost reduction, or increased sales including but not limited to business/skill/contact center consolidations, launch of new businesses, and launch of new technology
Supported WFM training to all levels of the contact centersProvided leadership and development of team of 4 salaried managers who are responsible for managing 20-36 hourly staff who monitor the contact network operations in up to 10 domestic contact centers and multiple outsourced contact centers in real time to address concerns that may impact the standards set forth by the business (WFM Hourly teams are responsible for profile creation in call center applications, schedule creation and tracking in WFM tools, real-time management, and contact allocations, execution of contingency plans for emergency situations, application support and outage coordination). Created workforce management processes in partnership with Operations business partners to provide an expected consistent support experience across multiple contact centers. Managed WFM projects that result in efficiency, cost reduction, or increased sales including but not limited to business/skill/contact center consolidations, launch of new businesses, and launch of new technology Supported WFM training to all levels of the contact centers
Sears Manager WFM Project Management & Training
Feb 2014 - Aug 2017 · 3 yrs 7 mos
Managed WFM projects that result in efficiency, cost reduction, or increased sales including but not limited to business/skill/contact center consolidations, launch of new businesses, and launch of new technology Supported WFM training to all levels of the contact centers
Sears Workforce University ManagerSears Workforce University Manager
Oct 2010 - Feb 2014 · 3 yrs 5 mos
Created, and implemented workforce management curriculum for the Customer Care Network at Sears, including continuous evaluation of current skill of workforce and operations groups comprehension of contact center workforce, development of curriculum, training environments, testing, and support material to increase workforce knowledge through Sears, and to deliver and evaluate success of all training to every level of workforce and operations organization. Created course catalogs, course syllabus, course testing and follow up Maintained responsibility for tracking system of grades, transcripts, and certification for all students Proactively sought out current industry information on workforce, utilizing online forums, call center white papers, case studies, and industry user groups
Sears Resource Manager
Apr 2010 to Oct 2010 · 7 mos
Provided leadership, coaching, and development of 10 hourly WFM Associates who are responsible for monitoring 8 lines of business within the Round Rock contact center with varying goals in real time to address concerns that may impact the SVL standards set forth by the business . Ensured that the hourly WFM associates properly manage schedules to include coordinating real-time coaching, meetings, training sessions, and attendance tracking.
