Paul SpeightsACCE Annual Call Center Exhibition 2005 featuring ICMI Knowledge Exchange
...Paul SpeightsWork Force Manager - VP, SunTrust Bank After serving for 3 years in the U.S. Army, Paul Speights began his Workforce Management career as an operations analysis with Bank of America in 1995.He accepted his first Workforce Manager role in 1998 when Bank of America opened a new contact center outside Albuquerque and went on to lead a region of 3 centers in 2000.Paul
was instrumental in Bank of America
's move to the IEX Total View system in 2001 and led its installation in over 20 contact centers.More recently Paul has accept the position of Workforce Manager for all SunTrust Online contact centers and is responsible for the forecasting, scheduling and intraday management of 1,200 representatives in 6 locations.His
team includes 2 forecasters, 4 schedulers, and 6 intraday personnel.SunTrust
recently concluded the successful conversion of National Commerce Financial (NCF) and Paul
played an integral role in insuring that the conversion was a non-impact for former NCF clients.Paul is a graduate of Old Dominion University and currently resides in Atlanta.
...Speaker: Paul Speights (Work Force Manager - VP, SunTrust Bank)