Snr. Business Analyst & Workforce Manager

• Sep 2017 - Present

Head of Workforce Management (Global)

• Jul 2020 - Feb 2022

Workforce Manager

• Feb 2014 - Aug 2017

Directly reporting to the Head of Customer Care. Responsibilities include the oversight of the Planning, Forecasting & Scheduling methodologies for Customer Care within reasonable budgetary standards. This involved directing the team on best practices in completing accurate forecasts for weekly and seasonal staffing requirements. The weekly scheduling of agents is also handled by my team as I give oversight and sign off. I also oversea the overall intra-day performance to ensure that we keep in line with meeting customer care standards and center KPIs while being ready to respond to changes in call volume or staffing based on technical issues or other unexpected occurrences. As this is Telecoms company there are many variables that can affect the daily performance and hence close contact has to be maintained with the Products, Marketing, Credit/Collections and Business Insight (analyst) teams. Digicel is in the process of rolling out IPTV and Broadband internet. I did the manpower plan covering from launch and five year projections. Show less

Workforce Manager

• Oct 2012 - Jan 2014

General scope of job includes the development and management of a team of Workforce Analysts and the general oversight of staffing and capacity planning of all production staff of Global Gateway Solutions, totaling above 300 full time employees with additional trainees. Shared responsibility with Operations Managers for all things related to ensuring up-time and productivity of these agents working on over a dozen different lines of business; representing different international clients such as leading Canadian newspaper - Toronto star, telecommunications giant - AT&T, #1 online media streaming company - Netflix and Amazon’s - Audible, along with other multinational organizations. Successfully train and develop new Workforce Analysts Structure & guide the activities of the WFM team to deliver effective real time management Develop Workforce Management process document and workflows including job descriptions and performance incentives Plan and Execute enterprise wide forecasting and staffing strategies to maintain profitability of client and vendor Prepare high level reports for executives showing KPIs and revenue goals Manage scheduling philosophy and staffing goals Lead all capacity planning activities for over 300 employees and for the start-up of new campaigns Downtime and recovery planning Other functions to support and enhance the overall management processes Show less

(Snr.)Workforce Management Analyst

• May 2011 - Oct 2012

Implement that improve the efficiency of monitoring agents within the Call Center and the flow of information to and from managers and overseas based clients.Trained new Analysts

Workforce Management Analyst

• Jul 2005 - 2008

Worked closely with client on process management and improvement. Creation of applicable schedules to meet staffing goals in three across sites. Engage in real time management of call centre's productivity and the meeting of performance goals. Helped to develop and maintain efficient reporting process to local managerial team. Worked closely with client on process management and improvement. Creation of applicable schedules to meet staffing goals in three across sites. Engage in real time management of call centre's productivity and the meeting of performance goals. Helped to develop and maintain efficient reporting process to local managerial team.

Production Manager

• Jun 2003 - Dec 2004

I was responsible for the initial set-up of a new business unit. I spearheaded the hiring process and managed the process to ensure a profitable operation from start of program. I directly supervised the processes and individuals involved up to almost 1 year after the initial set-up. I was responsible for the initial set-up of a new business unit. I spearheaded the hiring process and managed the process to ensure a profitable operation from start of program. I directly supervised the processes and individuals involved up to almost 1 year after the initial set-up.