Vicki serves as Executive Director of the SWPP and QATC, and oversees the strategic direction and the day-to-day operations of the associations. She brings to the position over 16 years of experience in the call center and WFM industry, serving for many years in the area of client relations and events management for the former TCS Management Group. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.

Bryan Hovasse brings more than 25 years of leadership experience in workforce management and service center operations across healthcare, finance, startups, and biomed. He is recognized for aligning workforce strategy with business objectives through data-driven forecasting, scalable operating models, and strong talent development. As Co-Founder of HUB Workforce Management Solutions, Bryan has helped organizations modernize workforce planning while driving efficiency and sustainable growth. In his current role as Director of Workforce at Point32Health, he leads enterprise workforce strategy initiatives supporting complex service operations. Bryan is known for his strategic clarity, operational rigor, and commitment to advancing the workforce management profession.

Mark Rhodes has been the Department Leader for Workforce Planning, Quality and Training in the Helpdesk within the Digital Division for the past 4 years. He is responsible for all forecasts and associate schedules; quality monitoring and training; and real-time management functions. Mark joined the firm in May 2014 to build the first Workforce Management area at the firm for the Service Division and has over 25 years of leadership and Workforce Management experience across three different Fortune 500 companies.

Marshall brings a wealth of experience in training, workforce management, business process improvement, and coaching, offering a comprehensive understanding of the WFM landscape. He has a proven track record working across diverse industries including telecommunications, tech support, insurance, HR support services, and healthcare services, with experience in both contact centers and back office support teams. Marshall has held positions at Charitable Resource Foundation, Charter Communications, SHPS, Carewise Health, ADP, Firstsource Solutions, and most recently served as Director of GWFM at TTEC.