Experience

Elidyr Communities Trust

• United Kingdom
• Higher Education
• 1 - 100 Employee

• Staff

  • Aug 2022 - Present



Scotiabank

• Canada
• Banking
• 700 & Above Employee

• Senior workforce analyst

  • Jul 2019 - Aug 2022

  - Manage operations by monitoring inbound call volumes, staffing levels and phone activities to maintain optimal department performance.- Monitor changes implemented by the CCC’s front line management to assist in evaluating the impact. Make recommendations for improvement, where appropriate.- Perform statistical analysis and identify trends and seasonality to ensure integrity of the data by normalizing the historical data to build a stronger base for long term forecasting.- Foster an environment of continuous improvement and encourage employees to identify process enhancements / new ideas to adopt best practices. Hold direct reports accountable for developing, implementing process and changing management plans in strategy support. Show less

• Workforce Analyst

  • Dec 2018 - Jul 2019

  - Execute Real-time management activities such as: assign skill-sets based on call volumes and workloads, monitor adherence and set schedule and adjust based on business needs.- Provide data and analysis for business partners with potential solutions to typical challenges encountered in a contact Center environment: seating, call routing, scheduling, performance reporting.- Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances.- Schedule and approve (as agreed upon by Management) offline activities.- Administer vacation plans and exception tracking Show less



Conduent

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• RTA WFM Analyst

  • Apr 2018 - Nov 2018

  • Ensure quantitative project KPI’s, such as service level and productivity on an intraweek and intraday level are integrally realized as efficiently as possible (optimizing of occupancy). • Supervise the qualitative (skills and skill levels, project KPI’s) and quantitative (schedule, productivity) aspect of the carrying out of duties, evaluate call volumes, acceptance percentages, service levels, occupancy with the planning tool and Supervisor tools. • Define clear follow-up actions OR advise with regards to the observed deviations. • Advise efficiency improvement to Client Team and WFM Planner/Business Partner. • Approve/reject leave requests, availability scheme, shift trades, Show less



Elidyr Communities Trust

• United Kingdom
• Higher Education
• 1 - 100 Employee

• Volunteer

  • Nov 2015 - Jan 2018

  - Support and assistance for young people with learning disabilities, autism and down syndrome in their workshops sessions, house holds and ILS (Independent living skills), social and recreational activities and work experiences in the community. - Support and assistance for young people with learning disabilities, autism and down syndrome in their workshops sessions, house holds and ILS (Independent living skills), social and recreational activities and work experiences in the community.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• WFM Analyst Forecasting

  • Jan 2015 - Nov 2015

  - Maintain Forecasting and monitoring of Weekly, Monthly and Quarterly Staff and contractual business indicators.- Analyze and support Projections and Scenario designs.- Advise recommendations in order to improve efficiency, capacity, productivity, budget and customer satisfaction. - Manage Internal and external client.

• WFM Analyst Jr.

  • Dec 2013 - Jan 2015

  • Project and track of schedules and metrics.• Manage reports and data bases.• Analyze and support in order to improve efficiency, capacity, productivity, budget and customer satisfaction. • Payroll data reporting.• Manage Internal and external client.

• Mission Control

  • Aug 2012 - Dec 2013

  • Being first point of contact for all service related escalations occurring such as call routing, technical glitches, System failures.• Tracking and reporting of intraday metrics.• Monitoring, documenting and communicating in real time of floor activities, adherence and availability to guarantee efficiency and client satisfaction.

• Customer Service Representative

  • Jul 2011 - Aug 2012

  • Answering incoming calls and customer service inquiries.• Identify and assess customers’ needs to achieve satisfaction.• Sales.• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.• Meet personal and teem targets.