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Ryan Echols
Senior Workforce Analytics & WFM Leader specializing in contact center operations
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About
Operations-focused team lead currently managing 20 coordinators, with strong workforce management experience spanning forecasting, scheduling, KPI/staffing reporting, and executive-facing data presentations. Led a cross-functional Salesforce implementation and redesigned forecasting/workflow to support a newly created internal-promotion department, improving flexibility in coverage planning.
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Key Strengths
- Managed a team of 20 coordinators
- Built department-level reporting on staffing shortages and KPIs
- Presented data-driven improvement opportunities to VP leadership
- Redesigned workforce forecasting to track combined and separate headcount for a new internal-promotion department
- Led cross-functional Salesforce rollout (systems admin, communications/knowledge base, training)
- High-urgency operational problem solving (rapidly reallocated staff and enabled access during server outage)
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