Morris H. Lary

Dynamic Senior Analyst with extensive experience at Concentrix, specializing in workforce modeling and process improvement. Proven track record in optimizing staffing strategies and enhancing operational efficiency. Proficient in Microsoft Office and IEX Totalview, with strong analytical skills and a commitment to excellence in call center operations.

• In 2024-2025, contributed to the development of new modeling templates and processes related to the transition to a new pricing database.
• Often seen as a prime resource for process and tool development, and frequently called on to refine or revise tools and process for other groups within the company.
• Participated in Workforce Optimization Project to better track and forecast shrinkage (scheduling overhead) for optimal agent placement and increased company profitability.
• In 2007, I developed a new headcount report for modeling to accurately track agent placement.
• Frequently led focus groups to develop post-week schedule analysis, improving schedule feedback and shrinkage forecasting.
• In 2006, I developed Excel tool to facilitate shrinkage reporting for a high-value project.
• Often takes leadership role within team. Seen as 'go-to' person by peers and often works with managers to lead team through process transitions. Have been recognized numerous times by management and peers for contributions to the organization.
• Highly skilled in Excel and have created numerous formula- and macro-driven tools to improve and streamline exceptions and other processes.
• Long experience in Workforce Management and strong familiarity with call center operations. Familiar with ACD and IVR.