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SSA Solutions
- Senior consultant – Workforce Management / Conseiller senior – Planification des effectifs
2016 - maintenant
As a senior consultant, he is responsible for conducting all mandates in workforce management, as optimization of the function, training, coaching and supporting end user on a daily basis.
Key Responsibilities
Project manager:
• Assured the responsibility of the implementation projects of software within organization
Operational:
• Conduct audit and diagnosis and elaborate recommendations to optimize the functions
• Coaching of the workforce management team to increase knowledge and competencies
• Training of the workforce management team on various software
• Support for workforce management on a daily basis:
o Aspect Workforce Management
o Optimizer (ININ)
o Impact 360 (Verint)
o NICE IEX
• Elaborate workforce management training for operational management, to allow a better understanding of the workforce management function and impacts within the organizations.
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Shaw Communications
- Workforce Management Forecaster
2013 - 2016
Responsible for the forecast processes within the Shaw Direct workforce management team, managing short term, long-term capacity plan and forecast for several departments.
Utilizing information provided by the Planning team, to ensure that staffing is aligned appropriately to service the volume of incoming calls that the contact centre receives.
Work closely with the Training Team to schedule all upcoming new hire and skill enhanced classes. Create and maintain daily reports, dashboards, KPI productivity and collaborate with Workforce scheduling and Intraday analysts to develop and provide accurate forecasts and schedules. Conduct analysis of anomalies within the business, as well as future products/services to determine impacts to the business and provide recommendations to reduce risks of negative impacts. Ongoing collaboration with Workforce Scheduling and Intraday Scheduler to develop accurate forecasts and schedules
Key Responsibilities
• Forecast call arrival pattern on an interval, daily, monthly and yearly level
• Monitor and report on short and long term staffing levels to ensure customer care is poised for success on a daily basis
• Monitor emerging customer calling trends and bring forward solutions to improve performance
• Recommend schedule patterns and staffing requirements based on call projections
• Responsible for supporting the implementation of the Workforce Management Tool, including ongoing support of the tool for the National Centre.
• Directly responsible for the accuracy of WFM volume forecasts, schedules, schedule models, team assignments, skillsets assignment and schedule forecasts for the National Centre.
• Supports the command centre and contact strategy team by analyzing performance utilizing continual forecast strategies, key operational metrics and leading indicators to understand patterns and trends against service levels
• Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances
Assume responsibility for the efficient resolution of outages that impact both customers and National Center staff
• Co-ordinate and centralize the reporting output for the National Center
• Various other duties as needed
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Aeroplan
- Workforce Manager
Montréal
2012 - 2014
Reporting to the Manager, Contact Centre Operations, the Coordinator is primarily responsible for coordinating workforce deployment and day-of operational requirements to support the Aeroplan Call Centre in Vancouver and in Montreal. Supporting Aeroplan’s business objectives through creativity and continuous process improvement initiatives in our performance-based culture, this individual will ensure that Call Centre workforce planning and operational objectives are met and/or exceeded.
Key Responsibilities:
● Coordinate day-of operational activities to ensure service levels are met and/or exceeded and coordinate advance workforce planning requirements for all areas within the Aeroplan Operations team to achieve established service levels; report exceptions to planned workforce levels on a daily basis.
● Coordinate all workforce planning activities related to Customer Sales & Service Agents, including but not limited to shift bid; shift exchanges and vacation bid.
● Execute training plans for the Aeroplan Call Centre team to ensure training requirements and established service levels are met.
● Review status of daily operational activities and take appropriate action to correct/enhance results.
● Review current processes and identify opportunities to enhance productivity/processes and customer service delivery.
● Provide ongoing feedback to Customer Service Managers on operational results and agent performance on a daily basis.
● Support all local and corporate policies/procedures.
● Liaise with various team members to ensure the efficient of the operation of telephone systems and telephone network.
● Ensure proper functioning of office equipment and other automated applications.
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Atelka inc
- Workforce Manager
2010 - 2012
Was responsible for overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Alignment with our company’s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.
Key Responsibilities:
• Develop workforce management models to achieve maximum optimization of workforce resources through force-to-load analysis, supply/demand modelling, and performance analysis
• Develop forecasting models to predict load
• Understand key drivers for load variations
• Build training and hiring plans based on load projections, skillset base gap analysis and other elements such as costs, business priorities, attrition, etc.
• Develop recommendations and implement new processes, systems or tools to support business needs as required
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CGI
- Coordonator Workforce Management
Casablanca
2007 - 2008
Key functional areas; contact centres call volume; real time intra-day forecasting, contact centre scheduling, work schedules and all off-phone activity scheduling, real time monitoring of multi-skill agent activity - including schedule adherence. Will possess knowledge of call centre workforce management software, call centre operations and call centre KPIs in a multi-site environment.
I was responsible for coordinating deployment and operational activities for contact centre(s) operations including, but not limited to the creation of agent schedules, contributing to managing overtime, managing service levels, and intra-day performance-including re-forecasting. I was responsible for the real-time monitoring and tracking of agent schedules and all off-phone activity for all the departments including outsourced vendor relationships. I was as coordinating the scheduling of team meetings, supervisors coaching sessions, training, and other scheduled off phone activity.
Key Responsibilities:
● Responsible for monitoring real-time activity of agents, agent occupancy, forecasting accuracy by intervals, and maintaining service level in a multi-site environment and with outsource business partners. Manage the scheduling of call centre activity, team projects, team training, and meetings.
● Work directly with the Regional Supervisor, Workforce Operations, Regional Forecast Analysts and the Regional Care Operations teams and Divisional Contact Centre management teams to identify and implement a consistent level of service
● Communication with internal and external resources to track and monitor progress of operations.
● Creates and manages records of operations, to maintain standards and provide update reporting.
● Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork Assist in administration of Contact Centre scheduling and workforce management software (e.g. using Aspect eWorkforce Management's tracking module and Real Time Adherence Software)
● Interacts with internal and external resources to act as a liaison to department/management, and to resolve problems and issues.
Monitor Real Time Adherence statistics, helping to ensure agendas are on the phones during scheduled phone hours, includes monitoring breaks/lunches Monitor sick calls/tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.)
● Generate and communicate to appropriate members of management (local and regional) off phone activity reports, staffing issues, performance measures, and call statistics
● Develops relationship with, provides support for, and gains cooperation and commitment to internal and external resources in achieving departmental and overall business objectives.
● Assists in organization, coordination, and representation for events requiring the efforts and input of multiple sources.
● Provides administrative support to Market and Technical Leadership in service centres as well as having a global view of the region.
● Coordinates all operational needs that required departmental decisions. Plans and organized workflow to ensure an efficient department operations.
● Interfaces with other departments through written and verbal communications to handle and resolve all customer situations satisfactorily.
● Develops reports, maintains spreadsheets and provides administrative support in all areas as needed.
● Reports and identifies trends and works with Management to correct problems.
● Maintain a direct partnership with call centre Managers, Supervisors, and Agents to promote an employee-friendly environment.
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Bell Canada
- Team Manager BIMS / Multi product solutions center
Montreal
2000 - 2007
Impact certified coach
I manage severals teams with in Bell Canada enterprise
