Jacob Louden
Indianapolis,IN
Summary
Highly analytical and results-driven Data Analyst with over a decade of experience in optimizing call center operations through real-time monitoring, comprehensive forecasting, and strategic process improvement. Adept at leveraging data to enhance workforce efficiency, manage adherence, and collaborate effectively with BPO and Vendor Program Management teams to achieve service level agreements.
Overview
14
14
years of professional experience
Work History
Data Analyst
Interactions Corporation LLC
01.2012 - 11.2024
- Led real-time monitoring initiatives to ensure continuous operation efficiency and adherence to key performance indicators.
- Conducted in-depth SLA, adherence, and shrinkage analysis, identifying critical trends and implementing data-driven solutions to optimize workforce performance.
- Developed and executed daily, weekly, and monthly call forecasts, significantly improving resource allocation and preparedness for fluctuating call volumes.
- Spearheaded process improvement projects in collaboration with Business Process Outsourcing (BPO) and Vendor Program Management (VPM) teams.
- Managed weekly capacity planning, ensuring optimal staffing levels and efficient utilization of resources across various skillsets.
Intent / Application / Lead Specialist
Interactions Corporation LLC
01.2011 - 01.2012
- Oversaw daily call center management, ensuring smooth operations and high-quality service delivery.
- Provided leadership and real-time monitoring for a team of over 200 employees, fostering a productive and efficient work environment.
- Effectively managed employee breaks, lunches, and skillsets to maintain consistent service levels and operational flow.
Skills
- Workforce Real-Time Monitoring
- Call volume forecasting
- Efficient scheduling
- Collaboration with BPOs
- Advanced Excel skills
- Detail oriented
Timeline
Data Analyst
Interactions Corporation LLC
01.2012 - 11.2024
Intent / Application / Lead Specialist
Interactions Corporation LLC
01.2011 - 01.2012
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