Alisha Eads

Background

About Alisha Eads

Senior Workforce Management Leader I Senior Change Management Lead I Operations Executive Senior leader with extensive experience in workforce management, operations, call center oversight, time keeping, and project management. A trusted and reliable leader who has partnered with finance and operations to optimize head count costs and operational productivity. Have led strategic capacity planning for as many as 17K call center representatives that span 200 queues. In depth experience leading workforce efforts across domestic, international, brick and mortar, and remote environments. Queue management has included voice, messaging, field, retail, sales, insurance, technical support, repair, and onboarding new multi-industry pilots for high profile clients. Highly skilled at building effective teams, creating an inclusive work environment, managing 6-10 direct reports, and leading a 100+ person organization. Have supported multiple high profile clients including Amazon, Verizon, AT & T, Sprint, T-Mobile, Home Depot, UBreak I Fix, and more. Have scaled operational capacity in workforce, time keeping, and operations for an organization that grew from 5k to over 22K people during tenure. Technical Expertise includes advanced proficiency in Avaya Twilio, Kronos WFC, VHT/Mindful, and Aspect Alvaria; including overseeing multiple software refreshes and new technology implementations. Areas of Expertise Building Workforce Management Strategies I Labor Forecasting I Identifying & Implementing Cost Saving Initiatives I Determining Resource Allocation I Capacity & Demand Planning I Budgeting & Financial Forecasting I Building Staffing Models I Creating Operational Efficiencies I Managing Complex Contractual Obligations for Multiple Clients in Tandem I Change Management I Succession Planning I Launching New Queues I Global Cross-Functional Team Leadership I Vendor Management I Project Management I Solving Complex Business Problems I Making Data Informed Decisions I Headcount Management I Workforce Transformation Initiatives I Outsource Partner Management