Sophia Prather
Team Leader GWFM
Athens
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
8
8
years of professional experience
Work History
Team Leader GWFM
TTEC
04.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Scheduler
TTEC
03.2021 - 04.2023
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
- Optimized scheduling processes by implementing efficient software tools and organizational systems.
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Optimized workforce scheduling by analyzing staffing needs and incorporating employee availability.
- Collaborated with management to accurately forecast staffing requirements based on historical data and projected growth.
- Reduced labor costs with efficient shift planning to meet business demands.
- Implemented software solutions to enhance scheduling capabilities, resulting in reduced manual errors and improved productivity.
- Reduced employee turnover by implementing a transparent process for shift bidding and schedule change requests, fostering a sense of fairness among staff members.
Workforce Real Time Analyst
TTEC
02.2019 - 03.2021
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Prepared and maintained reports, dashboards and monthly packages.
Senior Tecnical Advisor
Teleperformance
02.2017 - 01.2019
- Resolved escalated customer concerns promptly, maintaining a positive company image and fostering continued business relationships.
- Delivered exceptional results under tight time constraints while balancing competing priorities effectively.
Education
High School Diploma -
Gunderson High School
California06.1988
Skills
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
Analytical Thinking
Goal Setting
Attention to Detail
Timeline
Team Leader GWFM
TTEC
04.2023 - Current
Scheduler
TTEC
03.2021 - 04.2023
Workforce Real Time Analyst
TTEC
02.2019 - 03.2021
Senior Tecnical Advisor
Teleperformance
02.2017 - 01.2019
High School Diploma -
Gunderson High School
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