Thomas George

Experience within the Contact Center environment for over 20 years. Workforce Management Specialist with over 15 years of experience ranging from short time real time analytics to long term capacity planning and coordination.

WOrkforce Management - Millennium 1 Solutions

(2011-02 - 2026-06)

Over the course of my time with the contact center M1S (Currently NTT Data America), I worked my way through the Workforce Management department. From Short-term Real-Time Analytics, Long Term Scheduling and Forecasting/Capacity planning. My responsibilities grew beyond the initial job role.

I became our content specialist in regards to the Calabrio WFM software, as well as became the WFM Long-Term Scheduling trainer. Responsible for onboarding new hires in person or via telecommunications for our sites across the globe.

• Short-Term Real-Time Analytics: Monitor real-time performance, identify staffing issues, and make immediate schedule adjustments to meet service level goals.
• Long-Term Scheduling: Create and maintain employee schedules based on business needs, staffing requirements, and forecasted demand.
• Forecasting & Capacity Planning: Analyze historical trends and forecast future workload to determine staffing requirements and support operational planning.

Customer SErvice Representative - Millennium 1 Solutions

(2010-06 - 2011-02)

As a Customer Service Representative (CSR), your responsibilities are varied depending upon the line of business you have been assigned. Skill set ranged from technical support, retail sales of heigh end entertainment equipment, security and validation, scheduling and billing management.

Culinary Arts Program - Nova Scotia Community College (2002)