Brad Delwiche is a seasoned Workforce Management Consultant at CUNA Mutual Group, where he leverages his extensive expertise in the insurance sector to optimize operational efficiency across multiple contact centers. With a strong foundation in Mathematics and Computer Science from Silver Lake College, Brad has...
Brad Delwiche is a seasoned Workforce Management Consultant at CUNA Mutual Group, where he leverages his extensive expertise in the insurance sector to optimize operational efficiency across multiple contact centers. With a strong foundation in Mathematics and Computer Science from Silver Lake College, Brad has honed his skills in forecasting call volume and determining full-time equivalent (FTE) requirements, ensuring that staffing levels align with anticipated demand. His proficiency in developing response rate curves and analyzing intra-week and intra-day distribution trends enables him to deliver actionable insights that enhance service delivery and customer satisfaction.
At CUNA Mutual Group, Brad is instrumental in utilizing advanced workforce management tools, particularly the NICE IEX system, to streamline processes and improve overall performance. His experience with data analytics platforms such as SAS and Business Objects allows him to create comprehensive reports that inform strategic decision-making. Additionally, his adeptness in Microsoft SQL empowers him to manipulate and analyze large datasets, driving continuous improvement initiatives within the organization.
Brad's expertise extends beyond technical skills; he is also well-versed in enterprise architecture and business process optimization. His ability to gather requirements effectively and implement process improvements has made him a valuable asset in enhancing the efficiency of contact center operations. By integrating telecommunications strategies and leveraging Cisco technologies, Brad ensures that CUNA Mutual Group remains at the forefront of industry standards, ultimately contributing to a more responsive and agile workforce. His commitment to excellence and innovation positions him as a key player in shaping the future of workforce management in the insurance industry.
