Summary
Overview
Work History
Skills
Accomplishments
Skills
Timeline
Generic
Andy Beelen

Andy Beelen

Elsloo

Summary

Experienced Senior Workforce Management Manager with a strong track record of success in building and optimizing workforce departments. Skilled in all aspects of workforce management, including process improvement, data analysis, and implementing technology solutions for operational excellence. Adept at leading cross-functional teams and managing complex projects to drive productivity and achieve organizational goals. Demonstrates strong leadership abilities with a focus on collaboration, motivation, personal growth, and career development.

Overview

23
23
years of professional experience

Work History

Head of Global Workforce Management

Groupon
03.2019 - Current
  • Design industry-compliant workforce management policies and procedures
  • Lead and develop a high-performing Forecasting, Scheduling, Intra-day, and/or Change Management team
  • Responsible for recruiting, interviewing, hiring, and training of personnel for the Workforce Management functions and foster teamwork, feedback, recognition, and career advancement
  • Develops, establishes and assesses Workforce Management performance goals. Oversee the process and development of all Workforce Management processes and ensures that the contact center is efficiently staffed to meet service metrics agreements. Monitor and report on schedule efficiency.
  • Maintain tools and software packages used within Workforce Management (NICE IEX, InContact, ...)
  • Conduct analysis on key performance indicators and recommends solutions to improve the performance and efficiency
  • Create reports and dashboards that demonstrate performance to target. Utilize data, both quantitative and qualitative, to drive the organization towards excellence
  • Establish and maintain strong relationships with BPO partner workforce management organizations for proper advanced planning
  • Build strong cross-functional partnerships to manage day-to-day operations
  • Suggest to leadership methods to update, simplify and enhance processes, procedures and technologies

Team Leader

Sitel
09.2001 - 09.2022
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Fostered collaborative environment, encouraging team members to share insights and solutions for complex customer issues.
  • Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
  • Enhanced team morale and reduced turnover by implementing regular feedback sessions and recognizing outstanding performances.
  • Led by example through consistently maintaining excellent performance standards.

Senior Workforce Management Business Partner

Conduent
07.2016 - 03.2019
  • Drive strategic direction and manage overall success of forecasting, scheduling, intraday management and operational metrics
  • Work with key stakeholders (both internal and external) to ensure WFM initiatives and priorities are aligned and delivered to meet contractual requirements.
  • Responsible for achieving forecasting and operational metrics, results and goals
  • Coordinate with Operations
  • Ensure effective use of resources and identify opportunities for automated systems
  • Act as escalation point to address and resolve WFM support matters
  • Communicate and take ownership of the execution of WFM plans, ensuring the team is meeting deliverables and deadlines
  • Benchmark all WFM inputs / assumptions, revisit periodically and drive effectiveness in WFM practices
  • Publish dashboards for WFM metrics on a daily bases, conduct daily/weekly huddles and drive continuous improvement.

Operations Manager

E2C - Arvato
07.2014 - 06.2016
  • Responsible for the day to day operations of the contact center
  • Hiring and training staff
  • Creating and implementing policies and procedures
  • Monitoring performance and ensuring customer satisfaction
  • Motivating, coaching and guiding the local operations teams, local workforce management teams, quality team and working closely with facilities and HR departments.
  • Managing and reporting on results both operational as financial results, analyzing the results and determine improvement approaches both quantitatively and qualitative
  • Strategizing ways to improve customer service and ensuring compliance with applicable laws and regulations
  • Ensuring a positive and smooth cooperation with the union.

Team Leader Workforce Management

Arvato Bertelsmann
01.2009 - 06.2014
  • Forecast volume demand and other contact demand volume and manage scheduling of staff based on comprehensive analysis of historical and anticipated volume across all teams/channels.
  • Develop and execute a long-term workforce management strategy, inclusive of appropriate workforce management systems/tooling, team resourcing and process development.
  • Manage, develop and invest in a team of workforce management professionals to effectively optimize resource utilization across client programs.
  • Build and optimize staffing schedules to ensure volume is handled within our Key Performance Indicators
  • Deploy analytics against real time call arrival patterns, workforce behavior and historical performance to determine recommended staffing adjustments.
  • Own and coordinate ramp plan activities to ensure operations teams are appropriately staffed and ensure Executive Leadership, Operations leaders, Training and Talent Acquisition are informed on staffing needs in a timely manner.
  • Establish, monitor, and report on Key Performance Indicators to senior executive management, including demand planning accuracy, attendance and lost work hours.
  • Monitor real time contact volume and associated service levels and staffing requirements.
  • Partner with data & analytics resources to develop and implement critical reporting capabilities across programs and teams.
  • Identify, address and manage the communication of real time volume drivers and system outages that impact performance, partnering with cross-functional leadership.
  • Maintain current and accurate agent skill set inventory, states licensed in, and schedules as required.
  • Partner with cross functional leaders, team members and trainers on workforce planning outputs and solutions.
  • Stimulate teamwork, feedback, recognition, and career advancement

Workforce Management Specialist

Arvato Bertelsmann
10.2007 - 12.2008
  • Provide ongoing analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key performance indicators (cost per call, cost per member, service level, occupancy, etc.)
  • Identifying and partnering with the leadership team to implement innovative labour management practices.
  • Develop schedules to meet contact volumes and service levels.
  • Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple contact center teams.
  • Provide leadership team with analytical support and recommendations for staffing resources to meet
  • Work with Director of Operations and senior management to accurately forecast volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training scheduling and new hire numbers.
  • Analyze contact center performance history to determine shrinkage, adherence and occupancy goals as well as optimum non-productive activities.
  • Project staffing requirements to meet service levels by forecasting both short and long term volume expectations and required staffing
  • Balance multiple priorities with little or no direction.
  • Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.
  • Monitor the contact center real time to make sure KPI’s are met for different projects

Planner

Sitel
09.2002 - 10.2007
  • Create short-term to long-range forecasts for workload, headcount requirements, AHT trends, shrinkage inputs, and occupancy.
  • Evaluate interval-level attainment and trends against targets and forecasts to identify production volume changes, leading to workload reassessment and realignment.
  • Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis for poor service levels and create recommendations for improvement.
  • Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database, and generate attendance reports.
  • Manage capacity planning and maintenance.
  • Generate schedules using IEX scheduling software, determining appropriate shift types and the number of shifts required to meet service levels by LOB and campaign.
  • Routinely clean up headcount rosters and related credentials in IEX.
  • Load historical volumes and patterns into the scheduler to project month-over-month variances.
  • Ensure operational staff are positioned effectively with minimal need for overtime to meet service level objectives.
  • Schedule agent development activities per the budget without risking service level objectives. Coordinate large-scale training and other initiatives by communicating effectively with market/campaign.
  • Identify needs for overtime and other staffing adjustments in advance, incorporating them into schedules. Approve or deny time-off requests based on objective analysis.
  • Conduct regular and impromptu meetings with departmental partners to review staffing models, recommended actions, and potential risks to service level objectives, along with action plans to address them promptly.

Skills

  • COPC certified
  • Effective problem solver
  • Process improvement specialist
  • Managing tight deadlines
  • NICE IEX - and other relevant WFM tools
  • Strategic Thinking
  • Coaching and Mentoring
  • Teamwork and Collaboration
  • Time Management
  • Organizational Skills
  • Attention to Detail
  • Adaptability and Flexibility

Accomplishments

Realized COPC Workforce Management process certification.

Skills

Creative Problem Solving, Critical thinking, Customer Relationship Management, CRM, Customer Service, Excel, MS Office, Microsoft Outlook, MS Word, Operations Management, Process improvement, Sales, Strategic alliances, Schedule time management, IEX, CMS, Web Design and Development, Citrx, DB2 UDB Client Server environments Windows, Unix, AIX, Solaris, Linux, Console operations Windows & Unix troubleshooting

Timeline

Head of Global Workforce Management

Groupon
03.2019 - Current

Senior Workforce Management Business Partner

Conduent
07.2016 - 03.2019

Operations Manager

E2C - Arvato
07.2014 - 06.2016

Team Leader Workforce Management

Arvato Bertelsmann
01.2009 - 06.2014

Workforce Management Specialist

Arvato Bertelsmann
10.2007 - 12.2008

Planner

Sitel
09.2002 - 10.2007

Team Leader

Sitel
09.2001 - 09.2022

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Andy Beelen