We are pleased to announce the placement of Robert Mackey as head of Workforce Management at Accolade.
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Mr. Mackey is considered one of the foremost workforce management thought leaders in the world and has a wealth of experience in leading and building highly effective workforce management organizations. He has a strong mix of both leading large, global WFM functions at very large BPO companies such as Sutherland Global Services, Sykes, and Capgemini, coupled with very relevant experience as a WFM consultant helping companies like Cigna, eBay, Brinker, Lucent, Blockbuster, YUM brands, and others with the delivery and execution of a variety of workforce management, call center, operational optimization, and transformation projects. Rob has also developed university-validated workforce algorithms that have led to 10% - 30% reductions in workforce size requirements.
At Cigna, Robert was responsible for setting up and delivering on a complex workforce management project for their telehealth offerings which relied on a team of registered nurses working from home. Over the last three years, Mr. Mackey has consulted with a variety of large clients including eBay and Capgemini an on a variety of transformational project from sales organization optimization, WFM and analytics innovation, and setting up WFM centers.