Eugene Gonzalez
Senior Analyst - Workforce Management at Vizient, Inc
Based in North Richland Hills, United States
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Seniority
Staff
Department
Human Resources
Location
North Richland Hills
Industry
Business Consulting and Services
Company size
6.9K
Contact information
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e•••••••@vizientinc.com
Phone
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Background
About Eugene Gonzalez
As a Senior Workforce Analyst at Vizient, Inc, I oversee and maintain the Workforce Management (WFM) platform that supports the daily and monthly operations of the call center. I communicate with the Call Center and Operations management teams to ensure optimal staffing and service levels, manage real-time adherence and shrinkage, and develop and manage dashboards and reporting for all call centers. I have 25 years of contact center experience, working in multiple facets of the industry, from Customer Service Representative to Supervisor to Workforce Analyst. I have demonstrated expertise in contact center management, quality assurance, workforce management, and operations. I am passionate about delivering excellent customer satisfaction, training and developing staff, and improving processes and performance. I am a WFM leader with a proven track record of forecasting, scheduling, and reporting with accuracy and efficiency.
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