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Wellington 1 August · Melbourne 7 – 8 August

Darlene Green

Darlene Green
WFM Forecasting Business Analyst
Shaw Industries

Darlene Green is a Forecasting Business Analyst for Shaw Industries, a flooring manufacturer in Dalton, Georgia. She began her career focusing on accounting and auditing and then moved to Human Resources. In 2014, Darlene accepted the monumental task of leading the WFM initiative, where she started with a blank slate. The operation now consists of three centers and 571 agents handling calls, email, faxes, and web chat, and is supported by nine WFM team members.

Darlene transformed Workforce Management into the movement, WORK FORce manageMEnt, where the service appeal “Work For ME” became a slogan that associates immediately connected with. She took the initiative and independently immersed herself into increasing her knowledge base through outside seminars, reading, benchmarking, and teaming with organizations like SWPP.