Extending Workforce Management Support to the Back Office
Wednesday Nov 2, 12:00 PM – 1:00 PM EDT — RECORDING
The only thing consistent about the businesses we support is change. Workforce management teams are often asked to support the ever-changing environments of the business. In this session, you will hear how organizations have tackled the movement of WFM from just inbound call handling to multi-channel engagements and now to the back-office environment. Hear tips and techniques to make this seamless from the front to back-office.
Presenters:
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Spencer O’Leary, CEO North America for ActiveOps
Spencer has a background in operations management in the UK banking sector, and 20 years’ experience in sales — particularly the sales of workforce management and employee productivity monitoring solutions, where Spencer has developed a track record of sustained results achieved through the creation of sales cultures and capabilities that drive significant growth. Spencer joined ActiveOps in 2012 as Head of UK Sales, with responsibility for managing and expanding the UK sales team. After assuming additional responsibility for sales in South Africa and India, he was promoted to Head of Global Sales in 2017. Spencer relocated to the USA in 2020 and is now CEO for the North America region. |
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Kirwyn Adderley, Director, Workforce Management, Walgreens
Kirwyn Adderley has over 20+ years of operations and workforce management experience. He currently serves as the National Director of Workforce Management for Walgreens Centralized Services Site Operations Retail Central Operations. Kirwyn was the recipient of the 2014 Society of Workforce Planning Professionals (SWPP) Workforce Management Professional of the Year award.
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Vicki Herrell, Executive Director, SWPP, and QATC
Vicki serves as Executive Director of the SWPP and QATC, and oversees the strategic direction and the day-to-day operations of the associations. She brings to the position over 16 years of experience in the call center and WFM industry, serving for many years in the area of client relations and events management for the former TCS Management Group. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.
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