Bradley Rhodenizer

Background

About Bradley Rhodenizer

18 years workforce experience as a Workforce Analyst in a fast-paced call center environment for Online Support (now HGS), BlackBerry and Nova Scotia Power • 20 years call center experience in a wide range of business types including insurance and telecommunications. • Excel at managing service level, call volume, and absenteeism; forecasting; scheduling; data analysis; and creating reports to help track performance metrics for stakeholders. • Daily user of Microsoft Excel, Word, Outlook, EWFM, and CMS. • Able to manage projects with strong organizational and time management skills. • I am a good listener with a solid work ethic who enjoys a fast-paced workplace • Strong background in EWFM and RTA for the past nine years as a Workforce Analyst. • Fourteen years call center experience as an Agent, Floor Walker, Quality Assurance Representative, Operational Supervisor, and Workforce Analyst. • Advanced knowledge of Call Management Systems (CMS) over the past nine years including using it for daily and weekly payroll adjustments. • Identified strategies for absenteeism that changed the way our company looked at forecasting our lines of business. • Analysis of trends in call volume, performance indicators, attrition rates, call patterns, and staff productivity. • Created team schedules for workforce teams as well as operational teams. • Experienced with Microsoft Word, Excel, and all Windows operating systems. • Daily duties over the past nine years have included monitoring in real time agents statuses, maximizing profit across multiple lines of business across five different locations worldwide, live monitoring call volume and service level, report creation, creating schedules, forecasting data and average handle time. • Experienced with scheduling offline activities, coaching, meetings, and training on a daily basis. • Accustomed to working in a fast paced 24/7 environment.