Bill Burgess

Experience

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  Convergys

  Sept 1998 - Nov 2010

  • Responsible for selecting, training, developing, and managing the performance of team leaders across multiple clients; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.• Analyze performance results and implement department improvements• Analyze and maintain all Client Service Level Agreements. • Determine appropriate staff-mgmt levels and implement strategies to ensure the efficient operation of the department. Show less • Hired, trained, developed, and managed the performance of Command Centre Team; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff. • Measure and manage process adherence of Workforce Team in meeting the requirements of individual programs, including, but not limited to system outages, scheduling of upgrade training, absent reporting, • Works with various Operations management to develop action plans to improve program performance.• Provides training and development to Workforce Analysts to insure adequate skill levels are maintained within each Centre.• Designed, developed, and created reports and reporting procedures to meet program requirements. Show less • Perform tier 1 support for Operations for multiple locations, in the areas of system outages, trouble reporting, office conditions, administration, etc.• Maintain and monitor operational measurements including, but not limited to system outages, call volume, AHT, ASA, and alert Operations for corrective action• Maintain reports and reporting procedures that are consistent across multiple sites and meet specific program requirements• Communicate service level jeopardy’s per established guidelines for multiple sites Show less

  • Operation Manager/ Workforce Manager

    Jul 2005 - Nov 2010

  • Global Workforce Manager

    Aug 2003 - Jul 2005

  • Global Analyst - Workforce Management

    Jun 2002 - Aug 2003

  • Team Lead

    Sept 1998 - Jun 2002
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  Electronics and Cell Phones Sales

  Jan 2011 - Nov 2014

  Sales Associate
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  Concentrix

  Nov 2014 - Jun 2022

  Workforce Manager

  • Oversees the centralized Workforce forecasting team and multi-site specific workforce management teams• Maintain working relationships with key Operations and Client Services personnel for respective sites• Represent workforce management functions at Monthly Client Review, Quarterly Client Strategic Review and Steering Committee meetings• Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency• Proactively provides Workforce Management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies, staffing strategies Show less

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  Stefanini North America and APAC

  Jun 2022 - now

  Delivery Productivity Manager

  Oversee the overall productivity and resource management for Stefanini’s top accounts in the North America and APAC region. • Assess, analyze, and report on employee productivity at the individual, departmental, and institutional levels• Manage a living staffing/capacity plan for Type A accounts to match WFM’s volume forecasts and headcount requirements• Interface with the Service Delivery Manager and Delivery Director to execute the staffing/capacity plan (ramp up/down).• Work with the Delivery Director for NAM/APAC to review and validate all new business staffing models based off parameters provided by the Solutions Team.• Review and create Productivity Best Business Practices to ensure that the same are in line with current and future industry requirements. Show less