Assistant Manager – Workforce Management at Encore Capital Group (2022-03 – Present)
- Rebuilt our call volume and AHT forecasting models around SQL analytics, moving accuracy from a 70% baseline to 85% — the biggest single improvement the team had seen in years.
- Built out Power BI dashboards that gave leadership real-time visibility into KPIs instead of waiting on weekly reports, which helped us hold SLA at 97-98% consistently, closing the year at 97.88%.
- Led a shrinkage reduction push that cut shrinkage by roughly 10%, freeing up productive hours across a workforce of about 1,000 agents spread over five sites.
- Owned real-time queue monitoring and intraday adjustments during peak periods, keeping service levels steady even when call volume spiked unexpectedly.
- Ran scenario and what-if planning ahead of demand shocks so the team had a playbook ready rather than scrambling when volume shifted.
- Mentored a group of 6 WFM analysts on forecasting tools and reporting standards, several of whom have since taken on more senior responsibilities.
- Worked closely with finance and operations leadership to keep workforce decisions grounded in data — this partnership was a big part of sustaining both the accuracy gains and the SLA numbers above.
Senior Call Center Technology Analyst at Encore Capital Group (2019-02 – 2022-02)
Promoted from Call Center Technology Analyst
- Built the forecasting and capacity models that first moved accuracy off the 70% baseline, laying the groundwork for the gains that followed in the next role.
- Automated a set of recurring performance reports that had been done manually, saving the team roughly 10 hours a week and cutting down on reporting errors.
- Ran root cause analysis on recurring performance gaps — closed out around 15 of them over this period through targeted process fixes.
- Partnered with operations leadership on workload balancing, which improved queue efficiency by about 12% and fed directly into upgrades to our scheduling systems.
Call Center Technology Analyst at Encore Capital Group (2017-04 – 2019-02)
- Reworked dialer strategy across outbound campaigns, which lifted contact rates by around 14%.
- Pushed forecasting accuracy up to roughly 78% during this stretch by refining the demand models feeding our staffing decisions.
- Cut shrinkage by about 8% through targeted adherence initiatives — a meaningful early step toward the bigger gains made later.
- Built the first automated dashboards the team had for KPI tracking, which made workforce reviews faster and a lot less manual.
Account Manager at Encore Capital Group (2015-02 – 2017-04)
- Improved recovery performance in legal collections by around 10% through more disciplined workforce analysis and resource planning.
- Worked across teams on productivity and service quality initiatives that kept operations stable through a period of growth.
Management Trainee at The Black Currant Solutions (2014-04 – 2015-01)
- Rotated through core operational functions, building the process and performance-tracking fundamentals that shaped the rest of my career.
Account Manager at Genpact LLC (2012-03 – 2013-12)
- Managed client operations and performance metrics in my first BPO role — where I first got hooked on the operational side of the business.
