Michael Juliao

Orlando Utilities Commission
Senior Workforce Management Analyst

Michael began his career at OUC in 2017 as a Senior Workforce Management Analyst. Michael came to OUC with over 15 years of analyst experience. In his current role, he manages the day to day Workforce Management operations of the Residential Department by maximizing best practices to obtain KPI objectives and forecast future call volume and staffing needs.

Sessions

October 25, 2018

1:45  -  2:45

Grand Cypress G

304: How OUC Analytics to Improve Call Center Workforce Management

Come hear how Orlando Utilities Commission’s Call Center is using data analytics for their workforce management. OUC call center leadership will discuss how they recently began to use scheduling software to predict/forecast call center staffing needs and maintain KPI goals using tools such as NICE and OpenScape applications. Attendees will hear the following: Overview of … Continued

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