Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic
Michael Duffy

Michael Duffy

Workforce Management Professional

Summary

Results-driven Certified Workforce Planning Professional (CWPP) with extensive experience in Contact Center Workforce Management (WFM). Renowned for pioneering and creatively implementing WFM and reporting solutions to elevate operational efficiency. Recognized for leading strategic initiatives that amplify workforce performance and optimize resource utilization. Adept at driving substantial improvements in Key Performance Indicators (KPIs) while fostering a culture of operational excellence.

Overview

26
26
years of professional experience
4
4
Certificates
1
1
Language

Work History

Vice President – Workforce Management & Planning

Itel
Vieux Fort
07.2022 - Current
  • Spearhead and direct a Global Workforce Management team with seven direct reports and 103 indirect reports focused on Forecasting & Scheduling, Reporting, and Real-Time functions.
  • Manage 30 clients across five countries and oversee more than 7,000 FTEs.
  • Orchestrate the implementation of industry best practices and data-driven strategies, reorganizing the business units to streamline call center operations and enhance performance.
  • Attain peak client performance and company profitability by focusing on revenue generation, optimizing costs as a percentage of revenue, and leveraging key efficiency drivers.
  • Deliver exceptional client service and resolution for intricate, escalated inquiries, solidifying client relationships and ensuring high satisfaction.
  • Ensure the caliber and punctuality of reports and recommendations from team members, driving accurate and actionable insights.
  • Strategically manage task assignments, optimizing team resources to meet rigorous work schedules and achieve targeted objectives.
  • Foster transparent communication and collaboration with upper management, aligning on deliverables and responsibilities and contributing to organizational success.

Director Resource Management

Frontier Communications
05.2016 - 07.2022
  • Directed Comprehensive Workforce Management: Managed end-to-end workforce management encompassing Forecasting, Scheduling, and intraday management for both Online and Offline groups, driving efficient operations for Customer Care and Technical support. Oversaw a dedicated team of direct reports and 96 indirect reports.
  • Optimized Resource Utilization: Effectively supervised and orchestrated the performance of 1500 internal and 3000 vended resources, ensuring optimal utilization and alignment with business needs.
  • Enhanced Performance Metrics: Pioneered a comprehensive overhaul of WFM's Key Performance Indicators and Metrics reporting, delivering comprehensive insights that informed strategic decision-making.
  • Revolutionized Reporting Infrastructure: Transformed reporting processes from manual data compilation across disparate systems to a centralized SQL DataMart, facilitating data accuracy, accessibility, and streamlined reporting.
  • Strategically Designed Forecasting Models: Established a dedicated enterprise forecasting team and introduced innovative models and processes, resulting in accurate long and mid-term forecasts for over 2 million monthly voice, chat, and BackOffice channels.
  • Cost Savings through Strategic Forecasting: Led initiatives to develop short-term contact volume forecasts for strategic partnerships, enabling a strategic shift from hourly to per-call billing. This pivotal move led to annual cost savings exceeding $3 million.
  • Architected Enhanced User Experience: Spearheaded a transformative Alvaria WFM system and architecture redesign, optimizing user experience through robust and streamlined design enhancements.

Director

Global, TeleTech Holdings, Inc
09.2013 - 05.2016
  • Strategic Leadership and Oversight: Managed and guided WFM Administration, Training, ID Management, and Audit Teams, directing four direct reports and supervising 25 indirect reports. Supported a network of 571 WFM professionals who catered to 36,000 agents across 51 locations, handling an impressive volume of nearly 20 million contacts each month, spanning inbound and outbound calls, email, and chat.
  • Architect of Enhanced User Experience: Orchestrated a successful redesign of the Aspect eWFM system and architecture, significantly enhancing user experience while ensuring robustness and streamlined functionality.
  • Driving Operational Excellence: Spearheaded the implementation of updated processes and procedures, leading to noteworthy reductions in overall WFM costs and enabling an increase in WFM support ratios. The support ratio escalated from 1:69 in 2013 to an impressive 1:85 by 2016.
  • Data-Driven Transformations: Successfully integrated data warehouse systems, resulting in substantial consolidations and the automation of WFM metric reporting across all levels of the organization. These integrations have provided insightful insights crucial for informed decision-making.
  • Operational Streamlining and Efficiency: Pioneered the consolidation of Employee Administration into a single department, resulting in a remarkable reduction in turnaround time from 12 days to just 3, all while maintaining an error rate below 1%.
  • Innovative Client Solutions: Introduced eWFM and associated processes to the managed services offerings, enabling key clients to achieve substantial efficiency improvements. Acted as a WFM Subject Matter Expert for sales and implementation initiatives, expanding the company's portfolio and enhancing client relationships.
  • Strategic Consultation: Provided WFM consulting expertise to significant clients, offering invaluable guidance to optimize their internal WFM processes and operations.
  • Revolutionary Tool Development: Conceptualized and developed the innovative Staff Plan tool, "StaffPoint," effectively replacing Excel for Staff Planning. This novel tool centralized capacity planning, reduced WFM team workload, and enabled seamless integration with Finance, Talent Acquisition, and Human Capital functions.

Senior Manager

Sykes Enterprises
05.2013 - 09.2013
  • Strategic Team Leadership: Established and led the SSG (Sykes Services Group) Reporting and Automation teams, managing a dynamic group of five direct reports and overseeing 22 indirect reports.
  • Centralization of Reporting: Spearheaded the consolidation of account and center-level reporting previously dispersed across 25 North American centers, streamlining operations and enhancing data accuracy through a centralized approach.
  • Cross-Regional Coordination: Collaborated seamlessly with four regions to drive efficient report automation and centralization efforts, facilitating standardized processes and aligning reporting practices.
  • Rapid Cost Savings Achievement: Orchestrated a successful project resulting in substantial cost savings. Within just four months of implementation, realized annual savings of $350,000 through a strategic reduction of onshore resources and the implementation of report automation, significantly decreasing person-hours required.
  • Strategic Technology Partnership: Worked closely with IT teams to explore and implement cutting-edge technologies and innovative approaches to reporting automation, ensuring continuous process improvement and staying at the forefront of industry advancements.

Manager, Management Support

Sykes Enterprises
11.2010 - 05.2013
  • Strategic Leadership in System Administration: Directed and guided the comprehensive efforts of the System Administration team, playing a pivotal role in supporting the seamless operation of the company's WFM tools and integrations with Sykes Payroll and performance tracking tools.
  • Process Enhancement and Profitability: Revolutionized real-time management processes, driving a primary focus on optimizing company profitability while meticulously upholding key performance indicators. Developed and implemented innovative processes and procedures that contributed to heightened operational efficiency and financial gains.
  • Innovative Automation for Enhanced Efficiency: Introduced and successfully executed an automated shift bidding system, resulting in a remarkable 50% reduction in the time frontline agents required to receive new schedules. This technological advancement not only improved agent satisfaction but also streamlined scheduling operations.
  • Holistic Reporting Approach: Pioneered a new reporting framework, effectively aligning off-phone activities of agents with scheduled events. This alignment facilitated enhanced insights into agent performance and resource allocation, contributing to more informed decision-making.
  • Creative Solutions and Functional Enhancements: Led the management of enhancement requests, collaborating with cross-functional teams to devise creative solutions that added significant functionality to all WFM tools. This initiative further empowered teams to optimize their tool usage for improved outcomes.
  • Comprehensive Training and Development: Designed, developed, and delivered comprehensive instructor-led and web-based training programs on WFM tools, ensuring skill development and proficiency among team members. This training initiative enhanced tool utilization and overall team performance.

Manager

Sykes Enterprises
02.1998 - 11.2010
  • Strategic Team Management: Successfully led and directed teams of up to eight adept Global Resource Planning Analysts, overseeing their performance, growth, and development.
  • Compliance and Process Excellence: Ensured strict adherence to internal policies, industry standards, and benchmark processes within the WFM team. Pioneered the development of critical WFM processes that effectively guided and streamlined the core functions of the Global Resource Planning Team.
  • Analytical Decision-Making: Employed SWOT Analysis and Feasibility Studies to meticulously evaluate and optimize all workforce management-related process applications. Analyzed service-level models generated by WFM software to identify and proactively address inefficiencies in call allocation, Account level productivity/utilization, thereby driving significant improvements in intra-day, weekly, and monthly outcomes at both center-wide and region-wide levels.
  • Strategic Partnership and Support: Collaborated closely with the Senior Global Manager to coalesce efforts of a centralized Global Resource Planning team. Provided invaluable support to surpass targets on all WFM key performance indicators, enhancing overall team success and organizational performance.
  • Resolution and Account Restoration: Played a pivotal role in mediating with senior operational management and clients regarding under-performing accounts. Skillfully developed, committed to, and executed strategic plans to rejuvenate account well-being, contributing to overall client satisfaction and business retention.
  • Client Engagement and Presentations: Demonstrated exceptional communication skills by delivering compelling client presentations for both current and prospective accounts. Effectively communicated the value proposition of WFM services, fostering strong client relationships and contributing to business growth.

Education

Sociology

Erie Community College
Buffalo, NY

Skills

Capacity Planning And Forecasting

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Accomplishments

  • WFM Subject Matter Expert, supporting operations and procurement in new contractnegotiations, significantly reducing risk with further contract negotiations
  • Created a process that automatically trues up payroll with WFM data reducing risks ofoverpayments and saving 100s of person-hours per week
  • Presented at SWPP and Aspect Ace Conferences

Certification

SWPP Certified Workforce Planning Professional (CWPP) ICMI Leadership and Business Management

Additional Information

  • AWARDS , Finalist for 2016 Workforce Management Professional of the Year Award, Society of Workforce Planning Professionals

Timeline

Vice President – Workforce Management & Planning

Itel
07.2022 - Current

Director Resource Management

Frontier Communications
05.2016 - 07.2022

Director

Global, TeleTech Holdings, Inc
09.2013 - 05.2016

Senior Manager

Sykes Enterprises
05.2013 - 09.2013

Manager, Management Support

Sykes Enterprises
11.2010 - 05.2013

Manager

Sykes Enterprises
02.1998 - 11.2010

Sociology

Erie Community College

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