Elbert Parker, MBA

Experience

• 

  Wireless Cable of Atlanta

  May 1988 - Oct 1997

  Lead Technician

  • Established a cross training program customer service and the sales department• Maintained and Managed 12 Central Offices and the Distribution of Cable TV Services• Improved cable services for 12 apartment complexes• Helped customer support with escalated jobs

• 

  AT&T

  Oct 1997 - Aug 2008

  Network Manager

  • Managed 14 technicians responsible for delivering video, telephony, and internet protocol television services.• Interviewed and hired potential installation and repair technician candidates. • Managed and trained 30 employees on building safety and enforced safety policies. • Coordinated wireless, internet protocol, and new service with other department heads.• Conducted field inspections for all technical and field employees.• Handled customer service complaints and trained customer service representatives on technical support.• Supervised contractors, managed their contracts, and performed quality control inspections. • Managed the maintenance of 30 vehicles.• Conducted audits on cell phone and gas card usage.. Show less

• 

  Chico's FAS, Inc.

  Sept 2009 - Mar 2020

  • Provides general guidance to the WFM Team, leadership to the sales floor and effectively communicates with all levels of employees.• Constructs and/or maintains relevant models, including ensuring adjustments are made for current promotion expectations, the most recent sales marketing forecasts, as well as any other business impacts.• Assists with educating the staff on Workforce Management, the development of new and/or redesign current processes based on long-term strategies of the department and ensures all appropriate resources and documentation are available to support the team.• Provides real-time and “post-mortem” analysis of major contact drivers and alerts management of volume driver.• Performs continual analysis of current performance (noting recent historical trends) and conducts real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with all teams to achieve service level goals / business objectives for a multi-site operation.• Maintains constant communication with all teams to coordinate needed staffing adjustments based on current and forecasted results.• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.• Informs contact center leaders of resource allocation decisions on a regular basis.• Maintains relationships with brand marketing, planning and analytics teams.• Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.• Compares results to forecast and identify opportunities for improvement.• Provides daily/intra-day performance reports to leadership.• Process escalated associate schedule requests and assist with payroll.• Other related duties as assign. Show less • Forecasts the volume of customer contacts and creates staff schedules utilizing Workforce Management software.• Monitors real-time contact center performance statistics, adding, adjusting schedules to secure staffing requirements.• Manages daily schedules and service levels including adherence to attendance• Continually analyzes contact forecasts and evaluates results to forecasts, identifying opportunities for improvement and recommending solutions.• Captures, stores, and reports on historical calls, chat, email, and all other transactional and overall operational production and performance statistics• Identifies and researches service level risks for problem resolution and management notification• Plans Resource requirements and implements best/consistent practices and policies for the Workforce organization. • Establishes and maintains communication channels regarding events that impact workload and workforce requirements. • Lead a team of Workforce Specialist, providing oversight, leadership, and coaching. Show less

  • Sr. Specialist Workforce Management

    Feb 2019 - Mar 2020

  • Lead, Workforce Management

    Apr 2013 - Feb 2019

  • Workforce Management Coordinator

    Sept 2009 - Apr 2013
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  Dominion National

  Mar 2020 - Dec 2024

  • Manager Workforce Management

    May 2022 - Dec 2024

  • Workforce Analyst

    Mar 2020 - May 2022