Christie Labb Email & Phone Number | • Partner with the scheduling team to manage the FedEx project, making sure intraday management by the WFM team supports both business and client objectives for the Bristol and Marion sites. • Provide staffing lines to the client to meet 30, 12, and 5 day requirements. • Ensure the Bristol WFM team is providing real time coverage for all projects, and taking action to meet all service level goals. • Collaborate with the Client, Operations, Supervisors, and WFM team to ensure constant and accurate communication to ensure staffing needs are being met. • Provide accurate compilation and distribution of daily, weekly, and monthly reports to Operations. • Provide direction and motivation to the WFM team to achieve company goals. • Partner with the Training Department to schedule training for the client as well as EDC offline. • Monitor Real Time Adherence and Staffing lines for multiple LOBs • Process Exception Entry, Vacation Requests, and Staffing Requests from client with speed and accuracy • Schedule Training based on client needs and staffing • Various reporting tasks, daily, weekly, and monthly - communicated to Supervisors, WFM Team, and Operations. • Coordinate between various LOBs client staffing needs and communicate overtime requirements. • Successfully completed all training for both RS & CS lines of business. • Continually meet and exceed all performance metrics. • Provide floor support when needed to assist co workers with questions.Provide direction and management of Scheduling & Forecasting and Mission Control teams to ensure that program planning and intraday management supports business and client objectives for multi-site call center operations. Provides management, training and direction to Scheduling & Forecasting and Mission Control. Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc. Ensures that Mission Control team is providing the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency. Ensures that Scheduling & Forecasting team is providing optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities Oversees the accurate compilation and distribution of information and reports to identified stakeholders. Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Account Management teams to ensure consistent business / operational goals. Day-to-day management of scheduling and forecasting of multi-site contact center. Performs other related duties and assignments as required and as assigned by Vice President Workforce Management.

Christie Labb

• Partner with the scheduling team to manage the FedEx project, making sure intraday management by t...
United States

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Christie Labb’s Email christie.labbe@teleperformance.com

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Christie Labb’s Location United States

Christie Labb’s Current Industry Teleperformance Usa

Christie Labb’s Prior Industry Us Solutions Group A Teleperformance

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Work Experience

Teleperformance Usa

Manager, Workforce Management

2014-04-01 00:00:00 - Present

Us Solutions Group A Teleperformance

Lead Work Force Management Analyst

2013-01-01 00:00:00 - 2014-03-01 00:00:00

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FAQ About Christie Labb

Christie Labb is located at
United States

Christie Labb is a • Partner with the scheduling team to manage the FedEx project, making sure intraday management by the WFM team supports both business and client objectives for the Bristol and Marion sites. • Provide staffing lines to the client to meet 30, 12, and 5 day requirements. • Ensure the Bristol WFM team is providing real time coverage for all projects, and taking action to meet all service level goals. • Collaborate with the Client, Operations, Supervisors, and WFM team to ensure constant and accurate communication to ensure staffing needs are being met. • Provide accurate compilation and distribution of daily, weekly, and monthly reports to Operations. • Provide direction and motivation to the WFM team to achieve company goals. • Partner with the Training Department to schedule training for the client as well as EDC offline. • Monitor Real Time Adherence and Staffing lines for multiple LOBs • Process Exception Entry, Vacation Requests, and Staffing Requests from client with speed and accuracy • Schedule Training based on client needs and staffing • Various reporting tasks, daily, weekly, and monthly - communicated to Supervisors, WFM Team, and Operations. • Coordinate between various LOBs client staffing needs and communicate overtime requirements. • Successfully completed all training for both RS & CS lines of business. • Continually meet and exceed all performance metrics. • Provide floor support when needed to assist co workers with questions.Provide direction and management of Scheduling & Forecasting and Mission Control teams to ensure that program planning and intraday management supports business and client objectives for multi-site call center operations. Provides management, training and direction to Scheduling & Forecasting and Mission Control. Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc. Ensures that Mission Control team is providing the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency. Ensures that Scheduling & Forecasting team is providing optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities Oversees the accurate compilation and distribution of information and reports to identified stakeholders. Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Account Management teams to ensure consistent business / operational goals. Day-to-day management of scheduling and forecasting of multi-site contact center. Performs other related duties and assignments as required and as assigned by Vice President Workforce Management.