Michele Borboa is a highly sought-after and respected consultant in the area of contact center workforce management, bringing over twenty-five years of practical experience to RCCSP Professional Education Alliance classrooms. Michele has a impressive breath of exposure to workforce management challenges in a variety of contact centers, both inbound and outbound, business-to-consumer and business-to-business, providing sales, service, and direct-response marketing. Michele has employed practical approaches to designing both strategic and operational solutions for companies and centers of all sizes, spanning multiple industries, including banking, insurance, catalog, utility, software development and health care.
Decades of Hands-on, In-the-Trenches Experience
As the former Vice President of Resource Planning & Management for Cendant Corporation, a travel and real estate company with roughly one-hundred call centers in over twenty countries, Michele and her team improved forecasting accuracy, schedule efficiency and employee satisfaction with workforce management.
Michele held a similar workforce management leadership role with global outsourcer eTelecare, which has since merged with Stream Global Services, supporting nearly ten-thousand agents in total.
Prior to joining Cendant, Michele spent eight years providing contact center consulting and related services at AT&T and Ameritech (subsequently SBC/AT&T). As the Director of Consulting and Operational Services, she delivered consulting, staffing and outsourcing solutions to Ameritech's business customers in the Midwestern United States; working on over one-hundred projects including reviews and process improvements for existing centers, designs for brand new centers, and site selections for new, expanding and re-locating centers. She subsequently coached and developed a team of contact center consultants who earned the highest client satisfaction ratings in the organization.
Currently, Michele is a consultant and instructor with The Call Center School, specializing in workload distributions that lead to improved caller experiences, and workforce management troubleshooting.
Leading the Workforce Management Discipline
Michele possesses the industry's highest level of certification for call center workforce management, the Certified Workforce Planning Professional (CWPP). She holds a Bachelors degree in Business Administration from the University of Michigan, and serves on the Advisory Board to the Society of Workforce Planning Professionals (SWPP).
Michele's professional guidance has appeared in the SWPP newsletter and Contact Center Pipeline. She is a sought after speaker, having presented at industry conferences throughout the country, including the SWPP annual conferences, IQPC conferences, Disney Institute, the Purdue Call Center Campus, and ICMI's ACCE.
Join a Course and Learn From the Best
Michele Borboa instructs the RCCSP Professional Education Alliances' introductory course on forecasting and scheduling entitled, Fundamentals of Call Center Workforce Management, and the RCCSP Accelerated Learning course, Workforce Management Certification Boot Camp, a 3-day hands-on boot camp addressing topics from basic principles through advanced techniques.