Ted Williams
Avon
Summary
Motivated professional with a proven record of generating and building relationships and coaching individuals to success. Skilled in demonstrating exceptional communication skills, being adaptable and a transformational leader.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Manager II Financial Operations
Carelon
06.2021 - Current
- Lead a team of 21 COB specialists, 2 OE's, and 4 WFM analyst, providing coaching, performance feedback, and development opportunities to drive operational excellence.
- Manage COB specialists by overseeing daily inventory workflows, ensuring timely completion of tasks, and consistently meeting or exceeding production and quality performance targets.
- Monitor and manage service level goals of 10-day and 30-day targets, ensuring consistent adherence to performance measures for multiple work types. Have maintained less than 5 days work on hand (DWOH) for most of 2025.
- Led collaboration sessions to develop and implement contigency plans to mitigate risk during high-volume/peak periods.
Manager Workforce Management
Anthem, Inc.
05.2016 - 06.2021
- Oversee ~600 clients with $50+ million dollars at risk in ASA & Abandon Rate performance guarantees. Supporting 1500+ customer service associates, 75+ managers and 7 Directors. Also 18 direct reports, which includes RTA’s, schedulers, and planners.
- Lead WFM Mastermind groups/book clubs, which includes working with peers to organize groups, gauging interest and assigning leaders for each group from non-manager associates, setting expectations, and attending to offer insight/opinions and build relationships.
- Lead advisor for WFM Fast Track program, which is an introduction into WFM for customer service associates. Lend insight, perspective, and interview new candidates for positions. Builds talent pool for open WFM positions.
- Partnered with Intern to lay Foundation of WFM, had regular touch base sessions, assisted with questions around her closing project, and attended her final presentation.
- Started Pop Quiz series with direct team that was expanded to all of WFM. Challenges associates to expand their WFM knowledge.
- Led team of peers in development of WFM QIP (Quartely Incentive Plan) goal around Personal Development and the continued growth of our organization.
- Led pilots on WFM efficiency opportunities with text based attendance tracking, automated OT, combining business chats and shared mailboxes, and attending Director weekly staff meetings.
WFM Analyst Senior
Anthem, Inc.
11.2006 - 05.2016
- Project management - setting timelines, assigning tasks to specific parties, ensuring that conference calls are lead, project remains on track and executed by the given deadline.
- Create standard operating procedures and train managers on Workforce Management topics to help them better manage their business. Maintained the Workforce Management weekly newsletter that provided helpful guidelines on how to run reports, quick tips for Genesys, training material, and an added section to get to know the Workforce Management personnel.
- Train and mentor new Workforce Management team members on scheduling.
- Develop, analyze and recommend staffing plans to meet the forecast need. This allows for optimal schedules to be built that ensure adequate and equitable coverage within the call center.
- Proactively assess availability for scheduling training, special projects and other on a daily/weekly basis.
- Strong user of workforce management software to include Avaya CMS, Genesys CME, Pulse, DCCM, Business Objects/Infomart and Genesys WFM Web Supervisor.
- Monitor Real Time Activities of call center agents in a multi-skill, multi-channel environment.
Education
Associates - Computer Science
International Business College
01.1999
Skills
- Effective leadership
- Workforce Management
- Verbal and Written Communication
- Organization
- Teamwork
- Conflict Resolution
- Ability to Work Under Pressure
- Active Listening
Certification
Anthem Future Leader (01/2016-10/2016)
Timeline
Manager II Financial Operations
Carelon
06.2021 - Current
Manager Workforce Management
Anthem, Inc.
05.2016 - 06.2021
WFM Analyst Senior
Anthem, Inc.
11.2006 - 05.2016
Associates - Computer Science
International Business College
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