Melissa DavidDirector, Workforce Management
Melissa is currently the Director of Workforce Management for UHC. She is responsible for a team that manages the real time coordination of queue and agent-skilling across the enterprise, including vendor coordination. Prior to joining UnitedHealth Group, Melissa was a Director of Workforce Management in Teleperformance, where she managed end to end workforce functions. She started her WFM career in Sykes (formerly ICT) as a reports analyst, and grew her role from there. In her free time, she loves to read books and watch movies and series reruns.
3:45 PM PANEL: Strategic Workforce Planning and Optimisation to Drive Operational Excellence in Contact Centers
- Impact of technology and digital on workforce planning and recruitment strategy
- Mapping your workforce capacity and allocation in consideration of the overall business strategy
- Measuring the effectiveness of your workforce planning and optimisation strategy