Xavier L. Nifong
Workforce Management Manager, Online retail
Phoenix, AZ · (570) 555 0141 · name@example.com · linkedin.com/in/xavierlnifong
Key Qualifications
EXPERIENCE
Twelve years in contact center workforce management, five at manager level
INDUSTRIES
Online retail, consumer goods, subscription services
SPECIALTIES
Volume forecasting, capacity planning, intraday management, shrinkage control
SYSTEMS
NICE Workforce Management, Genesys Cloud, Five9, Tableau, Microsoft Excel
CREDENTIALS
Certified Workforce Manager, Society of Workforce Planning Professionals
EDUCATION
Bachelor of Science in operations management, Arizona State University
Executive Summary
Workforce management manager for a national online retailer, owning forecasting, scheduling and intraday management for nine hundred representatives across voice, chat and email. Twelve years in the discipline, and a track record of hitting service level without buying the headcount that everyone assumes is the only answer.
Signature Achievements
- Held service level at eighty percent answered in twenty seconds for eleven consecutive months across a nine hundred seat operation.
- Cut forecast error at the interval level from eighteen percent to seven percent by rebuilding the model around promotional calendars rather than a simple trend line.
- Reduced shrinkage from thirty four percent to twenty six percent by moving meetings and coaching into the low volume windows the forecast identified.
- Saved one point four million dollars a year in overtime and agency cost through better intraday reallocation between voice and chat.
- Brought abandon rate through peak season under four percent for the first time in the history of the site.
- Built the capacity plan that supported a forty percent volume increase with a twelve percent headcount increase.
Professional Experience
Workforce Management Manager
Desert Bloom Commerce, Phoenix, AZ 2021 to present
Forecasting, scheduling and intraday management for nine hundred representatives across two domestic sites and one outsourced partner.
- Own the annual capacity plan and the rolling volume forecast by channel, queue and language.
- Lead four analysts and two real time specialists covering fourteen hours a day, seven days a week.
- Build schedules using Erlang staffing models and run shift bids twice a year with operations and human resources.
- Chair the daily intraday call where the team commits to actions on staffing, overtime and queue routing.
- Present weekly service level, occupancy and shrinkage performance to the vice president of customer operations.
Senior Workforce Analyst
Saguaro Subscription Services, Tempe, AZ 2017 to 2021
Forecasting and scheduling for a four hundred seat subscription support center.
- Produced weekly and daily forecasts and published the staffing plan for each queue.
- Rebuilt the shrinkage model after discovering training hours were never in the plan.
- Ran real time management during promotional launches when volume tripled inside an hour.
Workforce Analyst
Papago Retail Support, Mesa, AZ 2014 to 2017
Scheduling and reporting for a two hundred seat retail support center.
- Built schedules, managed time off requests and tracked adherence for the site.
- Produced the daily performance pack used in the operations meeting.
- Automated the adherence report, which returned six hours a week to the team.
Licensure and Certification
Certified Workforce Manager, Society of Workforce Planning Professionals, 2019
Member, Society of Workforce Planning Professionals
Education
Bachelor of Science in operations management, Arizona State University, 2014
Core Skills
Volume forecasting · Capacity planning · Erlang staffing models · Intraday management · Shrinkage control · Schedule adherence · Occupancy analysis · Shift bid design · Tableau reporting · Analyst leadership