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Joshua Louthen is a seasoned Workforce Manager at Netfor, Inc., with a focus on optimizing contact volume and handle time forecasting for Service Desk teams since April 2015. Responsibilities include resource planning, scheduling over 70 multi-skilled agents, and managing Verint's Workforce Optimization and Five9 Virtual Contact Center software configurations. Joshua also leads team meetings, facilitates business process improvements, and provides training on workforce management tools. Previous roles at Netfor include Team Lead and Non-Standard Business Hours Supervisor, where assistance in client onboarding and operational coaching were key tasks. Earlier experience includes a position as a Technical Support Agent and Data Entry Clerk at Morales Group Inc. Staffing.