Experience

Support Services Group- Jamaica

• Jamaica
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Lead Workforce Analyst

  • Nov 2022 - Present

• Workforce Analyst

  • Apr 2020 - Nov 2022

  Developing staff schedules, collecting staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for the company leadership to improve their policies and decision-making processes. Garner raw data to determine the allocation of staff and resources as well as recruitment and professional development strategies.



Innovative Vision

• Canada
• Advertising Services
• 1 - 100 Employee

• Workforce Analyst

  • Feb 2022 - Present

• Real Time Analyst

  • Aug 2020 - Feb 2022

  Coordinate appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors site to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Administers volume and staffing contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Facilitates real-time discussions with all the necessary departments.Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. Keys daily exceptions requests, updates schedules and responds to escalated issues.Ensures that all reports originating from the department are accurate and reliable. Show less

• Customer Service Representative

  • Mar 2020 - Aug 2020

  Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.Maintains confidentiality; Listen to others without interrupting. Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification.Multi tasks to document while speaking with the consumer.Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. Meets client’s specific quality standards.Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.Is consistently at work and on timeFollows instructions, responds to management direction; Takes responsibility for own actions;Keeps commitments.Completes tasks on time or notifies appropriate person with an alternate plan. Show less