Contact Center Metrics
David Robinson is a customer service professional with over 25 years’ experience in the contact center industry. Currently he is supporting the Teachers Retirement System of Texas with forecasting, scheduling, reporting and data analysis for their Benefit Counseling and Benefit Accounting departments.
Prior to his current position with the Teacher Retirement System of Texas, David was the Virtual Contact Center Manager at America Online managing five different contact centers with a total of 8000 agents, Workforce Management Program Manager at Stitch Fix overseeing 300 agents, and Workforce Management Supervisor at Home Depot supporting two sites of 200 agents. His extensive experience in Workforce Management and Service Delivery Management provides a unique understanding of the data and metrics which govern a contact center’s operation.
David graduated with a Bachelor’s of Science from Western Governors University & served as an Electronic Warfare Signal Intelligence Analyst for the US Army.