Building and Scaling Sales & Service Teams Structure, Process and Culture

Category: Available Workforce Management Professionals

Recommend Available Workforce Analyst, Scheduling and Planning

Three years of Workforce Management Experience with a Specialist in Statistics and Minor in Mathematics.

Workforce Analyst, Scheduling and Planning

  • Create accurate Monthly Forecasts for all sites and queues based on analysis of call arrival patterns and scheduled events.  Dashboards created to visualize trending. Monthly Budgets of approximately $350,000 proposed and consistently met well under due to avoiding Forecast penalties.
  • Schedules implemented for departments based on analysis of call arrival patterns and call metrics such as AHT, Shrinkage, Service Level, Average Speed of Answer, Forecasts and available resources.  Increased Service Level by 10% the following month based on recommendations.
  • Hourly, Daily, Weekly and Monthly Analysis Reports on KPIs with respect to Service Levels and Call Statistics such as Abandon Call Rate, Occupancy and Average Handle Time, analyzing Contact Centre trends as forecast, volume, staffing, absenteeism and resource allocation.  Monthly decks designed and sent to Finance, Marketing and Senior Management.
  • Daily and Weekly Conferences with all Operation sites to analyze staffing and future scheduling due to Attrition, Absenteeism and Promotions according to forecast and volume trends.
  • Manage Head count for all sites, sending weekly reports to Senior Management.
  • Process Improvement: Create Excel Reports, shared documents, automated reports, Workforce management tool (VPI/IEX) reports for the team to track and communicate more effectively.  Minimized reporting time by 1 hr/day by creating macro, automated reports. Adhoc analysis reports provided based on real time monitoring concerns and suggestions to improve.  Implemented Bilingual coverage at another operation site based on Staffing Analysis.
  • Adhoc analysis/Powerpoint Presentations/Dashboards created on queues of interest, call metrics, subscriber base, Call Drivers, Service Levels, Attrition, Absenteeism, Staffing, Invoices, Budget Analysis and forecast trending.
  • Maintenance and troubleshooting of CMS, Avaya and IVR message notifications.  Call monitoring and escalating interruptions, communicating to stakeholders. Adjust call routing and skilling techniques to maximize productivity

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Recommend Available Manager, Forecasting and Planning

Call Center Teams recommends A Manager, Forecasting and Planning with over 15 years of experience

Candidate To further my professional career and utilize my managerial and forecasting skills in the desired field of Strategic Planning/ Operational Analysis/ Demand Planning.

Nov ‘16 – Present
Technologies used: E-WFM (Aspect), Advanced Excel
Manager, Forecasting and Planning
▪ Developed and Supported Forecasting and Planning efforts across
Customer Care Center and Customer Sales Center (1,000 Full Time
Employees (Inbound, Outbound, Email, Chat). Mandated to forecast
within 5% variance to volume projections and ran 2017 at 1% volume
Variance, and Plan at 0% FTE variance. (appox. 8 million calls
annually)
▪ Created process and assisted in implantation of volume forecasting
prediction model, using time series analysis & historical impact
planning, over 7 years of usable call volume history. (Normalization
modeling, Impact log historical inputs, and Holiday Planning.
▪ Managed a team of Forecast Analysts, and Planning analysts.
▪ Conducted weekly and monthly forecast reviews with AVP’s and
directors to discuss reasons for volume variance, and proactive event
management. (Client Impacts, BCP Events, Projects Impacts)
▪ Worked with Real Time teams to help Understand “in day” events to
help understand scope of event, and short-term strategic plan.
▪ Collaborated with Project and Product teams in the development of self
serve forecasting tools, to provide high level impact analysis. (FTE
cost/savings analysis)
▪ Build vacation planning requirements annually for employee vacation
bidding process. This was reviewed and adopted by Operations and
Scheduling teams. Used for 2016 & 2017 vacation planning.
Nov ‘12 – Nov ‘16 Royal Bank of Canada Mississauga, ON
Technologies used: E-WFM (Aspect), Advanced Excel
Forecasting Manager
▪ Developed Annual fiscal budget to support over 2500 staff Nationally,
through consultation with external WFM partnerships, and internal
WFM Scheduling and Real Time resources
▪ Managed a team of off shore Forecast Analysts, Intraday Analysts in
execution of all levels of WFM planning elements
▪ Provided guidance on short and long term deployments & initiatives
impacting events to VP and Director level management. Guided

business continuity through day to day planning cycle, and long term
“what if” analysis
▪ Effectively worked with Product teams to develop support Demand
forecasts for the implementation of new products and services (short
and long range forecast requirements)
▪ Monthly post mortem review analysis & MTD calibrations of goals and
support requirements

Nov ‘12 – Nov ‘16
Technologies used: E-WFM (Aspect), Advanced Excel
Forecasting Manager
▪ Developed Annual fiscal budget to support over 2500 staff Nationally,
through consultation with external WFM partnerships, and internal
WFM Scheduling and Real Time resources
▪ Managed a team of off shore Forecast Analysts, Intraday Analysts in
execution of all levels of WFM planning elements
▪ Provided guidance on short and long term deployments & initiatives
impacting events to VP and Director level management. Guided

business continuity through day to day planning cycle, and long term
“what if” analysis
▪ Effectively worked with Product teams to develop support Demand
forecasts for the implementation of new products and services (short
and long range forecast requirements)
▪ Monthly post mortem review analysis & MTD calibrations of goals and
support requirements
Apr ‘08 – Nov ’12 Research In Motion Waterloo, ON
Technologies used: E-WFM (Aspect), Avaya – CMS, Advanced Excel
Support Demand and Capacity Planner
▪ Forecasted volume and headcount requirements for two fiscal years,
monthly, weekly, daily, and by interval rolling, supporting 1200 – 2500
staff globally, across multiple external partnerships, and internal
resources
▪ Oversaw WFM processes and teams of Forecast Analysts, Intraday
Analysts and Service Delivery Units (BPO’s) in execution of all levels
of Demand & Capacity plans
▪ Created Back Office capacity plan metrics, and gathered requirements
to build and present Monthly Reviews
▪ Delivered strategic plans to VP and Director level management and
helped guide the implementation of the plan
▪ Partnered with Product teams to develop support Demand forecasts for
the launch of new products and services (ROI analysis)
▪ Effectively determined how new products and services will impact the
Customer Support Operations (CSO), and ensured operational
readiness for the forecasted outcome
▪ Monthly post mortem review analysis, and re-alignment of 4 quarters
rolling objectives (approx 2,400,000 interactions per fiscal year)
▪ Developed and maintained documents used in overall planning of
operational & budgetary requirements

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