Christina Wade
Summary
Experienced workforce management leader with a proven track record in forecasting, scheduling, capacity planning, real-time management, and reporting. Successfully worked in-house and within the BPO industry, serving diverse clients in sectors such as education, healthcare, finance, security, and more. Skilled in budget finance, operations management, customer service, strategic planning, and business process improvement. Possess a strong understanding of quality, training, recruiting, and contract negotiations. Bachelor of Business Administration (BBA) focused in accounting from South University. Certified Professional Manager through COPC Mastering Workforce Management Training. Council of Six Sigma Certifications' certified black belt. Active member of the Society of Workforce Planning Professionals (SWPP).
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Director, Workforce Management
Amplify Education, Inc
01.2023 - 12.2024
- Led budgeting, forecasting, staffing, planning, and reporting for Customer Support, enhancing operational efficiencies
- Researched, selected, and implemented workforce software, Calabrio, using an RFP, optimizing scheduling and reporting processes
- Led and participated in several projects to enhance the customer and agent experience
- Collaborated with other departments, including HR and Training, to ensure proper hiring and training for staffing needs
- Achieved departmental goals by developing and implementing strategic plans and initiatives.
- Revamped operational plans to refocus staff and align processes with business objectives.
Associate Director, Workforce Management
Amplify Education, Inc
07.2022 - 01.2023
- Established the first Workforce Management team, providing insights into attendance, volume, and staffing trends
- Created a comprehensive forecasting process from scratch for Customer Support, increasing accuracy and staffing levels
- Took over the budgeting process for Customer Support, optimizing resource allocation and reducing costs
- Implemented cost-saving measures through effective resource allocation and budget management.
- Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes.
- Implemented new software systems to automate manual processes, reducing errors and increasing efficiency.
Director of Workforce
Sykes Enterprises, Inc – Now Foundever
11.2018 - 08.2022
- Led strategic process improvement planning for 53 accounts with approximately 10,000 associates in North America, Latin America, and the Philippines, resulting in increased operational efficiency
- Collaborated with departments on contract negotiations, addressing workforce, hiring, inventory, and training requirements, resulting in optimal resource allocation
- Collaborated with operations to ensure financial objectives were met, providing guidance on how to reduce losses and increase profitability
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Senior Manager of Workforce Management
Sykes Enterprises, Inc – Now Foundever
08.2017 - 11.2018
- Monitored, analyzed, and adjusted staffing requirements for four centers to maximize profitable production while improving operational efficiency
- Maintained staffing data utilizing workforce software, Aspect
- Created and tracked annual budgets and monthly forecasts to ensure maximum site-level gross profit for four centers
- Created monthly invoices for payment from site clients based on production output, increasing financial accuracy and client satisfaction
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
Contact Center Site Director
Sykes Enterprises, Inc – Now Foundever
Morristown, TN
06.2015 - 08.2017
- Introduced a brand-new site location
- Made business decisions to meet client expectations for customer support and efficiencies
- Made business decisions in order to achieve the company's financial objectives
- Developed business strategies for community outreach and impact
- Cultivated a culture of excellence by setting clear expectations for team members while providing support for their professional development goals.
- Implemented best practices and safe operating procedures.
Senior Manager of Workforce Management
Sykes Enterprises, Inc – Now Foundever
Kingstree, SC
11.2013 - 06.2015
- Monitored, analyzed, and adjusted staffing requirements for four centers to maximize profitable production while improving operational efficiency
- Maintained staffing data utilizing workforce software, Aspect
- Created and tracked annual budgets and monthly forecasts to ensure maximum site-level gross profit for four centers
- Created monthly invoices for payment from site clients based on production output, increasing financial accuracy and client satisfaction
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Workforce Manager
Sykes Enterprises, Inc – Now Foundever
Kingstree, SC
07.2010 - 11.2013
- Monitored, analyzed, and adjusted staffing requirements to maximize profitable production while improving operational efficiency
- Maintained staffing data utilizing workforce software, Aspect
- Created and tracked annual budgets and monthly forecasts to ensure maximum site-level gross profit
- Created monthly invoices for payment from site clients based on production output, increasing financial accuracy and client satisfaction
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
Operations Account Manager
Sykes Enterprises, Inc – Now Foundever
Kingstree, SC
10.2009 - 07.2010
- Analyzed individual and team performance for Team Managers, identifying root causes and developing corrective action plans
- Regularly conducted performance reviews and provided actionable insights, resulting in increased team productivity
- Implemented strategic initiatives to close performance gaps
- Conducted regular performance evaluations, identifying areas for improvement and developing action plans to address them.
- Resolved customer issues promptly, maintaining a high level of client satisfaction through effective communication and problem-solving skills.
- Analyzed individual, team and account performance by performing root cause analysis and developing corrective action plans.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Operations Team Manager
Sykes Enterprises, Inc – Now Foundever
Greenwood, SC
10.2008 - 10.2009
- Examined each agent's performance, determining the root causes and developing plans for improvement
- Regularly conducted performance reviews and provided actionable insights, which resulted in increased agent productivity
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained and guided team members to maintain high productivity and performance metrics.
- Evaluated team performance regularly to identify opportunities for improvement or professional development initiatives.
- Assisted in recruiting, hiring and training of team members.
Education
Bachelor of Business Administration – BBA - Accounting
South University
Savannah, GA01.2015
Associates - General Business
Piedmont Technical College
Greenwood, SC01.2006
Associates - Accounting
Piedmont Technical College
Greenwood, SC01.2006
Skills
- Leadership
- Capacity Planning
- Scheduling
- Budgeting
- Forecasting
- Real-time Management
- Contract Negotiation
- Strategic Development
- Team management
- Policy development
- Data analytics
- Verbal and written communication
Certification
- COPC Mastering Workforce Management Training Certified Professional Manager2023
- Certified Black Belt by the Council of Six Sigma Certifications2023
- Member of the Society of Workforce Planning Professionals (SWPP)2023
Timeline
Senior Director, Workforce Management
Amplify Education, Inc
01.2023 - 12.2024
Associate Director, Workforce Management
Amplify Education, Inc
07.2022 - 01.2023
Director of Workforce
Sykes Enterprises, Inc – Now Foundever
11.2018 - 08.2022
Senior Manager of Workforce Management
Sykes Enterprises, Inc – Now Foundever
08.2017 - 11.2018
Contact Center Site Director
Sykes Enterprises, Inc – Now Foundever
06.2015 - 08.2017
Senior Manager of Workforce Management
Sykes Enterprises, Inc – Now Foundever
11.2013 - 06.2015
Workforce Manager
Sykes Enterprises, Inc – Now Foundever
07.2010 - 11.2013
Operations Account Manager
Sykes Enterprises, Inc – Now Foundever
10.2009 - 07.2010
Operations Team Manager
Sykes Enterprises, Inc – Now Foundever
10.2008 - 10.2009
Associates - General Business
Piedmont Technical College
Associates - Accounting
Piedmont Technical College
Bachelor of Business Administration – BBA - Accounting
South University