Presented By: Ric Kosiba, President and Founder, Bay Bridge Decision Technologies
On Demand Date: March 2011
The goal of your strategic/operational plan is to make sure the exact right amount of agents show up to work every Monday morning. We discuss how to optimize the levers available to management- hiring, controllable shrinkage, overtime and undertime- so that this long term goal is met every week.
In this session, we discuss:
• Seasonality of all important forecasts and the appropriate level of detail for each forecast
• Methods for developing week over week requirements accurately
• Using cool mathematical techniques to optimally hire, develop controllable shrinkage plans and to find the optimal balance between hiring and overtime/undertime
• The benefits, both financially and qualitatively, of doing all of this quickly, accurately, and optimally
About the Presenter
Ric Kosiba leads the development of the company’s simulation and optimization technologies. He is an expert in the field of call center management and modeling, collections and call center strategy optimization, and the optimization of large-scale operational processes.
Before founding Bay Bridge, Ric was Director of Management Science at Partners First and was responsible for company-wide decision support efforts, including collections and call center analysis, predictive and prescriptive marketing and risk modeling, and operations engineering. He was Vice President of Operations Research in First USA’s Customer Support Division, in charge of collections strategy modeling, staff planning, budgeting, and call center process improvement. In addition, Ric was also the Manager of Customer Service Analytics for USAir’s Operations Research Division and an Operations Management Senior Analyst at Northwest Airlines. He specialized in airport and call center staffing as well as various productivity improvement projects.
Ric received a Ph.D. in Operations Research and Engineering from Purdue University, a M.S.C.E. and a B.S.C.E from Purdue’s School of Civil Engineering.
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