Drives capacity planning activities as part of the multi-year planning cycle, at other relevant portfolio planning intervals and as part of on-going portfolio management cadence.
September 24, 2022
Demonstrated expertise in managing scheduling and RTA practices and delivery in multi-channel (phone, email and chat) global technical support organizations.
November 12, 2022
Lead and perform analysis around driver impacts to the capacity plans focused on identifying risks to the business plan, as well as, finding opportunities to improve operational performance and quality.
January 19, 2023
Support the Director of Capacity Building Initiatives in all aspects of managing Capacity Building programs, including program development, implementation, and evaluation.
February 15, 2023
Monitor inbound/outbound case volumes (phone, email, chat, bot, social) to develop staffing and skill/knowledge-based routing requirements based on trends and business service objectives.
February 15, 2023
Assist the Senior Program Manager and Director with the on-going supervision of external partners and their project outcomes including maintaining regular communication to ensure successful project completion.
February 22, 2023
Workshops, legal assistance, Board Build, Neighborhood Leadership, Neighborhood 360┬░ Fellows, and community engagement assistance) with the goal of increasing the capacity of CBDOs to operate efficiently, demonstrate good governance practices, and implement effective commercial revitalization projects.
February 28, 2023
Manage the day-to-day operation of assigned Avenue NYC capacity building and organizational development programs, including managing annual outreach and recruitment efforts, developing and implementing curriculum and professional development trainings, and managing all related program administration, scheduling, and coordination.
April 26, 2023
Create best capacity plan and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness.
May 09, 2023
Develop and deliver effective visual presentations, briefings, and other written / verbal materials to strategically communicate key program objectives, findings, and recommendations to NDD and SBS senior staff, and other external stakeholders.
May 17, 2023