Experienced leader at balancing Revenue delivery, Service Levels, and Cost KPIs with a complete understanding of how these impact Call Center Operational Teams and Employee Engagement. Skilled at process improvement focusing root cause analysis and providing Actionable Insights improving performance within the contact center. Experienced leader in change management and employee engagement.
Driven and results oriented contact center leader with experience in the following areas:
- Contact Center Strategy
- Workforce Management Strategy
- Call Routing Strategy
- Budgeting and Forecasting
- Financials and Financial Reporting
- Conact Center Reporting and Analytics
- Business Continuity Management
Systems Experience:
- Aspect eWFM (Multi Skill, Empower)
- Genesys (WFM, Skills Based Routing, Infomart Reporting)
- Avaya (Best Services Routing, CMS, CentreVu Supervisor)
- Interactive Intelligence - Bay Bridge Decisions Contact Center Planning
Organizations:
Member of Society of Workforce Planning Professionals
Awards:
Society of Workforce Planning Professionals 2012 Workforce Management Planning Professional of the Year
Director, Workforce Management @ Responsible for developing the global workforce management strategy for IHG's 10 global contact centers and 2 outsourced business partners for more than 2,500 agents. Aligning the workforce management and call routing strategies ensuring optimal Revenue, Service Level and Cost delivery against business goals.
Responsible for Business Continuity Management plans minimizing revenue loss and service level impact for all IHG internal and external stakeholders and shareholders. Developing relationships across all IHG Teams educating and helping them understand the impacts to Revenue, Service Levels, and Cost delivery for all projects and initiatives.
Employee Engagement results oriented leader ensuring the WFM Team understands their position and importance within IHG and how they provide insight and analytics for all Operational Teams to improve performance. From April 2009 to Present (6 years 9 months) Greater Salt Lake City AreaStaff Sergeant @ Transportation NCOIC
Loadmaster NCOIC
Trombone Section Leader for Concert and Jazz Bands From 1988 to Present (27 years) Director of Resource Planning @ From October 2007 to April 2009 (1 year 7 months) Greater Salt Lake City AreaResource Planning Manager @ From April 2003 to October 2007 (4 years 7 months) Accounting, Financial Analyst, Global Planning Coordinator @ From October 1997 to April 2003 (5 years 7 months) Reservation Sales, Priority Club Acct Rep, and GR Case Mgr @ From January 1995 to October 1997 (2 years 10 months) Greater Salt Lake City AreaManager/Coin Dealer @ From 1989 to 1997 (8 years)
MBA @ University of Phoenix From 2002 to 2004 Bachelor @ University of Utah From 1989 to 1993 High School Diploma @ Cottonwood High School From 1986 to 1989 Robert Dobson is skilled in: Workforce Management, Avaya Call Routing (BSR), Call Center, Customer Experience, Customer Satisfaction, Forecasting, Operations Management, Performance Management, Hospitality, Team Leadership, Vendor Management, Team Building, Budgets, Outsourcing, Contact Centers