Kevin Zimmerman

As a seasoned Workforce Management Leader with over 29 years of experience in contact center and workforce engagement, I possess the skills and expertise needed to elevate your center to new heights. With a strong background in process improvement methodologies and a Six Sigma Black Belt certification, I am dedicated to identifying inefficiencies in your center's processes and developing solutions to optimize workflow, reduce costs, and enhance productivity. My experience working with hundreds of WFM teams enables me to create and manage world-class WFM teams, set up and optimize the use of WFM tools, accurately forecast, creatively schedule, precisely manage intraday activities, analyze data, and manage projects. I prioritize customer and employee satisfaction and am committed to developing and growing a cutting-edge workforce management team for your forward-thinking organization.

• Successfully rebuilt Workforce Management processes and team roles at Sykes/ICT Group, managing a team of 40 WFM professionals supporting multiple programs across 6 sites in 3 countries, leading to a company-wide Leadership Impact Award and measurable improvements in CSAT, ESAT, and attrition across all implemented programs.
• Developed staffing plans and flexible scheduling at Telerx that decreased overtime by 35% and implemented schedule-based incentive programs that dramatically improved ESAT and lowered attrition by 18%.
• Led the implementation of a new workforce management service for CareFirst BCBS, resulting in a 35% increase in phone and casework handling capacity with the same staff levels.
• Successfully assisted hundreds of WFM customers at NICE CxOne and ICS with the implementation and configuration of their WFM systems, helping them overcome challenges and progress toward world-class workforce management solutions.