Yahoo!Manager, Global Workforce Management
Jan. 2001 - Mar. 2015Burbank, CA* Virtually built and led a global team of intraday analysts spanning 5 locations
* Key contact for gathering requirements for new system implementation, including KPIs for reporting, historical contact volumes, and organizational structures; and led configuration efforts
* Liaison to Business Systems team ensuring all telecom, CRM and reporting systems maintained contact with WFM
* Developed policies and processes documents and trained users including WFM team members, Supervisors and Client Advocates
* Performed all roles within the WFM team including Forecasting, Scheduling, Intraday Analysis, and Reporting
* Simultaneously supported various independent business units within Yahoo, in multi-site, multi-skill, and multi-channel environments
* Experience using Blue Pumpkin/Verint, Genesys and NICE IEX Workforce Management platforms Additional Positions
* Workforce Management Business Analyst - Supported Search Marketing and Small Business teams in 4 locations. Produced forecasts and schedules, processed time off requests, completed quarterly shift bids, reviewed real-time adherence and ad hoc schedule adjustments. Developed performance reports with recommendations and analysis. System admin for for WFM and QA completing two system implementations and working with vendors to install patches or troubleshoot issues * Lead Client Advocate – Assisted with the development and success of advocates to grow the revenue of advertisers. Through team collaboration, found innovative solutions for growing revenue, and reported successes to leadership for implementation. Provided back-up coverage of WFM functions in the absence of the Workforce Manager
* CS Quality Coach – Mentored new hires, tracked their progress and provided feedback to leadership. Coordinated with the leadership to distribute work and make assignment adjustments as needed
* Senior Client Advocate – Performed click activity analysis for escalations. Tracked and reported issues to Loss Prevention Team