Curtis Evans - Sr. Workforce Managment Consultant, Travelers

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Work Background

TravelersSenior Workforce Consultant

Jul. 2024Richardson, Texas, United StatesConstruct new and maintain existing long-term models, short-term forecasts, and ad-hoc modeling to inform staffing, budgeting, workload distribution, and strategic and tactical leadership decisions supporting service objectives. I serve as a subject matter expert for the workforce management discipline and related technologies while acting as a trusted advisor supporting a highly dynamic, complex environment. Provide recommendations to leadership and influence outcomes supporting long-term capacity and workload budgeting plans. Data analysis and reporting provide insight into context and inform business decisions. Participate in operations and workforce technology testing, validate updates/changes, troubleshoot system/user issues, and recommend enhancements. Seek opportunities to improve and develop processes, procedures, and projects, including maintaining best practice documentation and communicating changes as appropriate. Monitor systems, coordinate critical activities and projects, identify and address unexpected workload or staffing variations—proactive reporting trends to assist management in real-time adherence. Support a wide range of tasks and requests from end users and stakeholders, including schedule change/move requests, staff movement, and WFM software administration. Lead training of new WFM staff and educate end users and stakeholders on products, services, and workforce management principles.

MedicaStrategic Workforce Planning Manager

Dec. 2021 - Feb. 2024Remote• Analyze complex data, identify patterns and trends, and use this information to develop and implement effective strategies. • Collaborating with operations leaders to understand current and future workforce needs to ensure alignment of workforce plans with overall business strategy. • Analyzing workforce data to identify trends and patterns and making recommendations for improving workforce effectiveness which included modeling offshoring activities . • Build a robust, dynamic, data-driven ecosystem of forecast models layered with appropriate demand-side and supply-side sensitivity analysis. • Developing and implementing workforce analytics and reporting to track key workforce metrics and inform decision-making and optimize departmental efficiency. • Improving operations tracking tools and developing KPIs and metrics to identify, quantify, and monitor workforce management performance and improvement opportunities. • Translate data into useful information, and provide clear, applicable recommendations based on data analysis to help us validate assumptions, test hypotheses, and create improvements • Manage ad-hoc projects and translate questions into problems solvable by using analytics resources • Use data and logic to identify opportunities, diagnose issues, evaluate alternatives, and present information for complex problems • Developing and managing staffing plans which include volume/demand forecasting, capacity planning, resource scheduling, and business analysis support to ensure a successful response to Customer Experience objectives • Led strategic planning conversations specific to future staffing needs and recommendations based on analysis, competitive analysis, and historical data

AonWorkforce Planning Manager

Jun. 2014 - Dec. 2021Alpharetta, Georgia, United States• Develop and implement a strategic workforce plan that aligns with the firm’s global business objectives. • Developed solutions and strategies for Real-time monitoring, Reporting, Scheduling, and Forecasting processes. • Collaborate with business leaders to understand their workforce needs and identify skills gaps. • Monitor industry trends and best practices related to workforce planning and incorporate them into the organization's approach as appropriate. • Communicate workforce planning strategies and recommendations to key stakeholders, including executive leadership. • Develop and implement an overall strategic workforce planning roadmap that effectively aligns industry best practices with the current talent position. • Continuously assess existing workforce plans to ensure practical business alignment. • Lead cross-functional teams in the design of alternative solutions to identified problems. • Led and managed multiple teams of analysts for reporting, inbound RTA, outbound RTA, and forecasting. • Lead P&L budgeting and work with FP&A team with scenario modeling, and financial reporting as it pertains internal/vendor staff with budgets up to $40M • Exceeded KPIs consistently while managing within budget and recognizing over $15 million in savings through optimization. • Effectively designing, managing, and leading business unit operations support transformation plans and teams while meeting deadlines and managing on-time deliverables. • Communicating and engaging with business leaders to instill confidence and foster positive relationships; providing high-quality written and verbal deliverables. • Providing strategic and thoughtful guidance to manage clients through a crisis and/or quick solutions and time frames. • Managing the performance of internal and external teams. Including: assigning and delegating project responsibilities and providing on-the-job coaching and constructive feedback. • Managed the AI/Chat implementation project

NPS SolutionsConsultant

Jan. 2012 - Dec. 2012Dunwoody, Georgia, United States• Collaborating with clients and other stakeholders to ensure successful project outcomes. • Coordinate with Contact Center managers across sites to identify service improvements and efficiencies opportunities. • Analyzing and assessing WFM departmental needs, goals, and objectives. • Analyzing and assessing Aspect eWFM software configuration for troubleshooting and business purpose effectiveness. • Developing and implementing strategies, plans, and solutions to reconfigure Aspect eWFM software for performance optimization, forecasting, and reporting. • Provided advice, guidance, and support on WFM processes and practices. • Delivering presentations, reports, and training to the clients. • Automated scheduling and forecasting processes and reporting. • Monitoring and evaluating the effectiveness of solutions and recommending improvements or modifications as needed • Implement a set of best practices in workforce management. • Analyze policy, process, team, and vendor performance bottlenecks and recommend optimizations as we improve team performance. • Enhancing existing call volume forecasting, capacity planning, and scheduling optimization models in response to changes in strategy and technologies

ACCESS INSURANCE HOLDINGS, LLCWorkforce Planning Manager

Jun. 2006 - Dec. 2011Dunwoody, Georgia, United States• Communicate workforce planning strategies and recommendations to key stakeholders, including senior leadership. • Provide thought leadership with HR and business leaders to proactively identify and forecast the critical workforce requirements necessary to execute strategic business plans. • Lead and facilitate workforce planning initiatives including, but not limited to, critical role/capability identification, sourcing and location strategies, environmental scanning, gap analysis, risk analysis, and action planning. • Provided accurate forecasts from 15-minute intervals to 5 years strategic. • Partnered with internal teams to evaluate potential KPIs from planned initiatives. • Identified internal process and/or tool improvements for cost savings over $1 million. • Developed and maintained a CRM system for multiple departments • Serving as a thought leader, developing collateral, and engaging in c-suite conversations regarding the labor market, human capital challenges, and innovative workforce solutions for specific issues • Creating process flows, and KPIs, establishing training, and identifying efficiency opportunities within an organization. • Work across the organization to determine what reports, dashboards, and analyses are needed to grow the business, and then work with the appropriate teams to build and implement them. • Support CX technology programs such as IVR, routing, scheduled call-back features, routing options, knowledge management tools, and voice analytics • Automate reporting to develop and refine team dashboards, performance scorecards, indicators, operational metrics, and agent/team performance reports • Determine the source of truth for data across the organization, and maintain quality control of different data and reporting streams to summarize recommendations into cohesive presentations. • Oversees the performance management process, ensuring timeliness, transparency, and equity, with a growth mindset.

Systems ExperienceSystems Experience

Jan. 2000 - Jan. 2024Aspect eWFM, IEX, Genesys, Avaya, Meridian, CiscoUIP, Sybase SQL, MS SQL, ChatGpt, Python, Salesforce, PowerBI, Crystal Reports, Domo, MicroStrategy, Lucent CentreVue.

AllconnectWorkforce Management Analyst

Jan. 2000 - Jun. 2006Atlanta, Georgia, United States• Develop effective means of communicating data-driven insights and recommendations to leaders in the organization across multiple delivery methods (ad-hoc reporting, design and build of dashboards, visualizations, etc.) to tell a compelling and easy-to-understand data story. Ensure data contained in such communications remain up-to-date and relevant. • Develop the WFM group, the reporting structure, and payroll groups. • Implement upgrades and improvements to WFM, Payroll, and Reporting systems. • Collaborate with IT, Finance, and other functional areas on building enhanced dashboards for workforce/people analytics. • Monitor forecasting effectiveness and accuracy at all levels. • Develop and implement processes for invoice auditing, payroll, scheduling, PTO requests, approval, and call center build-out. • Manage intraday scheduling for five separate call centers located nationally and internationally. • Trained multiple agents into fully qualified workforce analysts. • Develop performance indicators and reporting mechanisms to measure operating standards and facilitate adequate decision support. • Developed and maintained scheduling processes. • Participates in long-range planning and the formulation of goals. • Built and maintained hourly payroll database • Identify and troubleshoot workforce management issues and develop and implement effective solutions.