Sherri Hollobaugh has served on the NICE User Group Board of Directors since 2011. She assumed the Chief Operating Officer position in 2014.
Before we ask you about your role on the NICE User Group Board of Directors, will you tell us about your current job responsibilities?
I joined Liberty Mutual Insurance almost 20 years ago as a phone agent. I was one of the first bilingual agents in Liberty’s service and sales contact centers. I transitioned into a scheduling analyst role and worked my way into a business analyst and management positions of increasing responsibility.
In my current role as a workforce management manager at Liberty Mutual Insurance, I manage a team of six capacity management analysts, and together we oversee scheduling and forecasting of 150 agents phone and non phone driven work. I’m home-based, in Boardman, Ohio.
What path led you to Liberty Mutual?
Believe it or not, I started out as a biology and premed major at Carlow University in Pittsburgh. After graduation, I lived in Mexico and worked in restaurant management and in marketing research. A call center environment provided a great fit for my schedule and my responsibilities as a single mom.
Tell us about your experience using NICE solutions?
I’ve utilized NICE workforce management for many years, starting with version 3.12. Over the last year, I managed our upgrade to version 7.
What prompted you to join the NUG board?
I’ve been a NICE user for many years and utilized the NICE User Group website to leverage best practices in the forums and influence the roadmap be staying engaged in the ideas process. I attended my first Interactions conference in 2012, and as I met more and more users, I wanted to take a more active role in growing the community. Joining the board was the logical next step.
What do you like best about NUG?
The most rewarding moments of belonging to NUG come from witnessing how forum responses provide “ah ha” moments that enable us to innovate and improve our organizations. I’ve also found it very worthwhile seeing user ideas influence the roadmap.
Tell us a little about you, personally.
I’m mom to Tatia (33), Cassandra (24), Noah (22), Jadalyn (11), a grandmom to Jonah (7) and I’m a wife to Daniel. Daniel and I enjoy traveling and wine tasting.
What is the last book your read?
The Tools of Argument by Joel P. Trachtman.
What advice would you like to offer to those just starting their careers in workforce management?
Be open to change! Continually empower yourself with knowledge. Never stop learning. Keep adapting to an ever-changing environment with a growth mindset.
Interactions 2020 is right around the corner. What do you recommend to those attending the conference for the first time.
Seize every opportunity to meet and network with new people in your industry and beyond. Make a point to meet our NUG Board by attending our campfire session and visiting us in the showcase. We’re here to help!