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

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

Request for interview info@callcenterteams.com

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