Erik Thomas, MBA

Erik Thomas, MBA, has worked in a variety of roles since 2007. In 2007, they worked as a Student Caller at Valparaiso University, where they informed individuals regarding University activities, solicited feedback, and collected donations. Erik met weekly quotas and recruited and mentored coworkers. In 2008, they worked as an HR Associate at Alcan Packaging Inc. and as a Marketing Intern at 5fad. In 2010, they worked as a Team Lead- Admissions at Career Education Corporation, where they analyzed personal and team performance, facilitated individual coaching sessions, conducted New Hire and cross departmental training, and identified ongoing coaching and development needs. In 2013, they worked as a Business Process Modeling Specialist at OfficeMax, where they monitored staffing levels and service levels, collaborated with WFM and department managers, discussed staffing opportunities with management team, and made real-time adjustments to agent skills to shift resources between departments. In 2015, they worked as an IT LEAD- NICE IEX SOFTWARE at Walgreens, where they maintained the functionality and productivity of the IEX system, configured and implemented ACD connections, monitored intraday interval population, facilitated weekly meetings with the business on IEX processes, created and maintained IEX system access for all users, facilitated implementation of IEX 6.5 system upgrade, researched and resolved system errors, and completed monthly restart and clean up of IEX system. Currently, they are a Workforce Manager at Super (hellosuper.com), where they monitor and assesses the performance of agents in real time, uses NICE CXone WFM software for staffing and adherence reporting, and constructs strategies and plans for agents production increase.

Erik Thomas holds a Master of Business Administration (MBA) in Operations Management from American InterContinental University, which they obtained in 2012. Erik also holds a Bachelor degree in International Business from Valparaiso University, with a Minor in Chinese, which they obtained in 2010.