Job Title:       Leader, Fiscal Planning

Department:  ­­­­­­­­­­­­­­­­ National Support Team

Reporting to:  Head of Planning and Analytics

Job Summary:

The prime role of the Team Leader Fiscal Planning is to lead the creation, maintain and analytics of data in the form of various ad hoc or standard reports that drive progress for Sales and Service business unit. The primary focus of this role is to lead the strategic analysis and the development performance reporting that will aid in business decision and identify trends for the senior management team.  The mandate is to drive the business forward and add value.  Responsibilities include but are not limited to the MTP planning (OPEX)for the  Sales & Service business unit , the incentive program for the contact centre, analyzing sales trends and recommending strategies to maximize sales, quality within the center, and payroll.

Responsibilities:

• Manage and develop a Fiscal Planning team of 3 to 5 staff to maximize productivity and individual potential
• Demonstrated expertise to lead the development of databases when required and to learn new applications that are used corporate wide
• Ensure all daily reports are on time and the data is accurate
• Deliver projects on time as assigned
• Responsibilities may include the following below but not limited to these activities:
  • Development  and analysis associated with the Incentive Program
  • Development and analysis associated with Sales & Service business unit, all products including Deposit, Credit (Mortgages and LOC) and Mutual Funds.
  • Development of  long and short term forecasts for acquisition targets and incentive program

point accumulation benchmarks (including but not limited to weekly team totals;

Monthly forecast targets; sales trend analysis reports)

• Determining and incorporating the environmental/cyclical business factors which influence

Sales forecasts and impact incentive program points targets

• Planning and monitoring the incentive budget with consideration for meeting budget
• Administer and analyze the impact of call volume on sales trending and provide supporting documentation to management
• Partner with IT to develop and enhance related reporting
• Recommend monthly product payout levels and issue monthly newsletter promoting the Incentive program
• Analyze call drivers into the center and recommend changes to reduce and / or divert calls to other channels
• Accountable for the Sales & Service MTP (Mid Term Planning)  planning process
• Supervise month end report including variances in MTP (Mid Term Planning) (OPEX)
• Other duties as assigned

Competencies/Attributes:

• Conveys an Inspirational Vision & Strategy
• Builds High Performing Teams
• Acts as a Team Player
• Results Oriented
• Focuses on the Customer
• Entrepreneurial
• Committed to Self Development

Requirements:

• Proficiency in Excel, Word, and PowerPoint
• High level of expertise in Microsoft Access programming and building databases

• Advanced knowledge (Expert) of spreadsheet and/or database applications
• Excellent written and verbal communication skills
• Hands-on experience and knowledge of  Profile
• Proven project management skills
• Strong analytical and logistic skills
• Self motivated; able to work with minimal direct supervision
• Call centre experience
• Excellent interpersonal skills
• Ability to negotiate and influence
• Inspirational Leadership
• Some shift work
• Overtime may be required.

Qualifications:

• Minimum of 3 years experience in managing a team with proven coaching and development results
• 3 to 5 years of related work experience
• Completion of a post-secondary degree or diploma
• Experience within a Call Centre greater than 150 agents preferred

Reporting into the Head of Continuous Improvement, the Manager, Business Analytics & Process Improvement will be accountable to lead, analyze, interpret data and identify business process improvement opportunities that will be used to make business decisions within all parts of the Customer Care Centre and Operations organization.

The primary focus will be on our Customer Care Centre.  Analysis includes the ability to create daily, weekly and monthly reports to reflect current statistics in order to monitor trends, patterns and causal relationships with production and key performance metrics. These outputs will assist in identifying gaps in our process and provide opportunities for improvement, innovation and ensure service levels and performance agreements are tracked via planning and directing work flow and project assignments.

Key Accountabilities:

•Develops the strategy and recommends key performance metrics to senior management; consults in developing new metrics and refining current metrics definitions;
•Analysis of metrics and reports so as to identify change in trends and root causes for these changes;
•Assists in developing recommended performance standards and processes;
•Identify reporting gaps and opportunities for improvements and innovations and communicates leading indicator of failure or success;
•Present analysis and findings to Senior Management;
•Maintain current knowledge of Contact Centre events that impact on process and people factors: attendance, coaching, training, vacation and all other impacts to workforce schedules and service levels;
•Ensure that daily, weekly, monthly and yearly reports are maintained and delivered promptly to the various constituencies;
•Audits call quality monitoring processes to ensure accuracy and achievement of business objectives;
•Works collaboratively with internal business partners on behalf of the Continuous Improvement department to resolve customer issues;
•Use reporting and analytics as a basis to forecast business decisions and enhance overall operations within the Customer Care Centre and Operations;
•Monitor performance to ensure business goals and standards are achieved;
•Establish MIS and business reporting systems related to forecasting/staffing, budget, service levels;
•Provide quantitative data reflecting the scope and impact of new initiatives/projects;
•Produce, analyze and interpret data to make business decisions which will positively impact budget and operational efficiencies; and,
•Support necessary change management and implementation associated with process improvement.

Qualifications/Competencies

Bachelor’s degree in Business, Finance or Statistics and/or equivalent work experience;
Formal process re-engineering training and/or experience;
Solid understanding of process improvement methodologies;
Ability to identify and extract appropriate data sets from various systems (Tracker, MAS, Avaya CMS, etc.)and proficiency in designing, collecting and analyzing large data sets;
Demonstrated commitment to process and performance improvement, employee development, and best of breed customer service;
Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines;
High proficiency with Microsoft Office Suite, especially Excel, Access and Powerpoint;
Working knowledge of SQL
Ability to work cross functionally to resolve issues and generate results among potentially conflicting constituencies;
Comfortable with independent and project-based work;
Excellent communication skills;
Ability to successfully manage relationships at all levels, using tact and diplomacy;
Experienced team player with a commitment to leverage key learning and share best practices across the different geographies in which we operate;
Strong problem solving skills using creative approaches together with a financial aptitude and an understanding of the economics and operational models of call centres;
Ability to multi-task and prioritize work assignments;
Strong business and organizational skills.

PURPOSE:
The Manager, Production support Workforce Management is responsible for building and leading capacity & workforce model for “Transaction processing “ back office operation to achieve best in class workforce planning for Retail Operations.  In partnership with the Centres and Business Unit colleagues, this role extends the WFM practice to Insurance  retail operation back office. This role also involves creating and managing a team which supports Insurance Back Office end to end capacity management.

PRIMARY RESPONSIBILITIES
• In conjunction with business and WFM Contact center team design WFM structure and organization for Insurance Back Office operation.
• Build  a diverse team of individuals responsible for forecasting, scheduling, Intra-day activities  for Back Office operation supporting Insurance Retail Operation.
• Manage / partner relationship with external supplier resources (iGate) to provide strong workforce management capability supporting business priorities and future direction .
• Play a lead role in informing decisions which will help shape the future of Back Office across multiple horizons (1~3 years outlook).
• Partner with Back Office  management and operations to deliver effective staffing and scheduling strategies for all lines of business and optimizing resource planning to deliver a superior client experience and maximum efficiencies.
• Proactively provide workforce management and scheduling analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long term planning, scheduling and bidding strategies and staffing strategies to ensure maximum effectiveness and efficiency.
• Diagnose barriers impeding sales force ability to execute strategies by ensuring the appropriate resources, planning and support capability are in place to enable the Back Office to deliver a first class, highly effective client experience
• Lead the development and implementation of strategic initiatives aligned to Banking strategic priorities and transformational strategies.

Relationships & Communication
 Provides superior client/employee experience & strengthen relationships with Center Managers, Finance and BRM’s.
 Manages relationships with  iGate extended team members ( Vendor) in Capacity planning and resource management.
 Collaborates with colleagues across the WFM CoE organization to get things done
 Manages communications including status reports to all stakeholders

Managerial Excellence
 Create a new  WFM team with Back Office expertise
 Builds a high performing team that leverages individual capabilities and strengths
HOW TIME WILL BE ALLOCATED

Creation of WFM practice in Back Office           50%
Cross Functional Teamwork                                  20%
Internal/External Relationships                         30%

POSITION REQUIREMENTS/SPECIFICATIONS (competencies, technical kills, education and experience – Proficiency Required)
Behavioural Competencies (Overall Skill Level – Proficient/Adapts Existing)
 Demonstrates strong Teamwork and Cooperation skills
 Relationship skills (working with new people in familiar roles and working with familiar people in new roles)
 Self-direction, self-motivation
 Vendor management skills vs. employee manager skills
 Analytical and Conceptual Thinking with aptitude to understand business requirements to enable long term solutions.
 Impact and Influence to develop and maintain highly effective partnering relationships with key stakeholders and to achieve cross-enterprise cooperation.
Experience/Education (Overall Skill Level – Expert/Creates New)
 Knows the Service Delivery ( Back office) business and have worked in Virtual environment. Sound understanding of Metrics and key performance drivers
 Proven experience or knowledge in using practices, processes & technology tools in Service Delivery ( Back office) environments across a broad span of the businesses.
 Proven WFM background coupled with a client first orientation aligned to strategic client and employee value propositions.
 Strong and demonstrated Facilitation and Problem Management capabilities
  Ability to work closely with External Service Partners (Vendors)

Technical  & Business Knowledge (Overall Skill Level – Expert/Creates New)

 Strong technical knowledge of WFM source systems e.g. Aspect, Symposium, eWFM etc.
 Strong knowledge of WFM processes and procedures to facilitate liaison with business partners
 Should be current with and proactive in keeping in step with latest Service Delivery ( Back office) technologies and trends.
 Have participated in Designing organization and process.
People Management Knowledge (Overall Skill Level – Proficient/Adapts Existing)

 HR philosophy, principles, direction, policies & guidelines
 Talent Mgt processes
 Workforce Planning
 Organizational Design
KEY ORGANIZATION RELATIONSHIPS

 Reports to the Head, Cap Planning and Optimization – Production Support
 Service Delivery, Business Operations,  iGate
 Cross enterprise relationships with key stakeholders

Forecasting and Capacity Planning Analyst

Purpose of Position

The Forecasting and Capacity Planning Analyst is responsible for developing strategic long (3 yrs) & short-range (3 months – 6 weeks of live date) workforce plans.   Ongoing, Forecasting and Capacity Planning Analyst will liaise with Finance, Contact Centre Operations, Client Relations, Project Management, Intraday Performance, and Scheduling to increase accuracy of FTE and seating requirements for Contact Centres.

Additionally, this role requires scenario based modeling to assist Directors and Executive management with proactive strategic plans and decision.  The analyst must design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, service level, etc.  From time to time, analysts may be asked to assist with ad hoc sizing of client marketing events and sales initiatives.

Once completed, the analyst will also liaise with various stakeholders (as per the Forecasting and Capacity Planning Governance Model) to produce a comprehensive monthly review (BR – Business Review) of long term plans vs. actual performance to, again, assist Directors and Executive level management with ongoing strategic decisions.  With the assistance of Sr. Manager, Forecasting and Planning, analysts will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness.

Major Activities

• Gather statistical information and create/update historical databases

• Perform statistical analysis and identify call arrival patterns such as growth, trends and seasonality and ensure integrity of the data by normalizing the historical data to build a stronger base for long term forecasting.

• Collect information related to call centre specific workforce such as available FTE, operational loading factors, and training requirements (staffing ratios, seat availability, hiring profiles).

• Develop partnerships with various contact centres stakeholders to validate monthly call volume forecast assumptions based on historical data and key business drivers.  Additional modeling will be required to distribute the call volume forecast by day of month for scheduling purposes.

• Determine FTE requirements for customer service representatives given monthly call volume forecast (using simulation tools eg. Hills B, Erlang C, Verint / Impact 360, etc.) for each area of activity in the call centre.

• Conduct staffing requirement evaluations and develop detailed resourcing plans reflecting required hiring activities to meet key business objectives.

• Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month: call volume forecast, average handling time, load factors, attrition, signed on hours vs target, etc.

• Communicate monthly results to contact centre management team on a monthly basis – BR (Business Review)

• Provide business partners with potential solutions to typical challenges encountered in a call centre environment: seating, call routing, workforce scheduling, results reporting.

Knowledge / Skill Requirements

• Strong organizational and administrative skills will be an asset.  Capable of setting and meeting realistic time frames and completing assignments and achieving results.

• Very strong mathematical and computer background: extensive knowledge of MS Excel (as well as other Microsoft products commonly used within is required.

• Base knowledge of contact centre strategic planning operations: scheduling, vacation administration, forecasting methodologies, simulation, and performance reporting & systems i.e. Cisco/Business Objects

• Capable of operating independently with minimal direction while keeping the management team informed of variances to plan, potential problems and or sensitive issues.

• Creative approach to challenges encountered in development of capacity plans.

• Comfortable in a fast paced production environment.

• Skills in thorough and reliable documentation of processes and procedures.

Attributes

• Communication / Presentation skills
• Conceptual thinker
• Quick learner
• Team player
• Creative
• Problem solving skills and analytical skills
• Meticulous – Attention to detail
• Able to work well under pressure

The management of Homealoft.com is a family business, and we have many years of corporate-level customer service experience and expertise. This degree of service has become a tradition, and we have been able to maintain a valuable consistency. We insure that our clients relocating to Toronto, view Temporary Homes that meet their criteria.

We have a network of Global partners and Hotel Programs, Homealoft’s core strength is providing temporary housing in Toronto.

* Travel – Homealoft provides the perfect balance of comfort, affordability, and availability to serve all your Temporary accommodation requirements in Toronto.
* Insurance – We work with policyholders to provide them personalized attention
* Government we provide rates and options that meet most per diems.
* Entertainment – We customize housing packages to meet the needs of large and small groups
* Relocation – Homaloft provides seamless housing support for employee transferees
* Human Resources – We serve as a reliable extension of your team – expanding your resources and providing support to ensure traveling and relocating employee satisfaction.
* Procurement  Homealoft brings cost-effective solutions to your organization that balances your budget with your housing needs.

Homealoft manages the entire temporary housing process for you with reliability and consistency.

Welcome to Toronto!

A fantastic place with an abundance of great neighborhoods, incredible food, world-class cultural events, and just about everything else you could hope for in Canada’s largest city!

Whether you are here for the long haul, or just spending some time getting to know us, you probably have a mountain of questions. Relocating to a new city, either permanently or on a short-term basis, can be an intimidating move. What are the areas of the city that best suits your lifestyle? How are you planning on getting to work? What communities offer the best educational support for your children? Without prior knowledge of your destination, the task can be overwhelming.

Why not let an expert save you time and alleviate your stress, by answering all of your questions for you. Our partner Parris Concierge, we will make sure that all of your inquiries are met efficiently and with a great deal of consideration. We will even ask the questions you might have forgotten.

About us

The best relocation expert you could ask for, is not only someone who knows the city inside and out, but someone who understands the need for a personal touch.

Katherine Parris is head of Parris Concierge, and knows, first hand, the individuality of each request. As a personal concierge for many years, Katherine has taken the time to gather a vast array of dependable and reliable resources this city has to offer. Her attention to detail, professionalism, and outgoing nature, are some of the reasons why Katherine has garnered the highest of praise from her clients.

Working in every part of Toronto, and familiar with all of the essential services you will need to get started, Katherine and her associates will take care of every aspect of your move, leaving you to simply enjoy your new “home”.

Thank you for a consistent & exceptional
level of service.”
- M. Kostic, Reckitt Benckiser

Corporate
Dealing with a new work environment is an adjustment period on its own, let alone adjusting to a new city. As an employer who has just hired an out of town candidate, or if you are transferring an existing employee to your head office in Toronto, you will want to make sure that the newest member to your team is secure in the knowledge that their choice to relocate was the right one.

Having a relocation service on hand can take away the stress of a disoriented staff, and allow you to help the latest addition to your business concentrate on the task at hand. With services specializing in planning the move, temporary accommodations, personal care services, transportation, storage and other essential support, Parris Concierge can save you time, and save your employee’s time, and help you get back to business as usual.

Services
Parris Concierge offers an abundance of services and resources to help you with the moving process. With affordable and comprehensive packages, tailor made to suit your needs and your lifestyle, we can ensure that every detail is met and coordinated with ease and efficiency. Consider Parris Concierge an essential part of your move!

Some of our services Include:

* Utilities
Have your phone, hydro, cable, and other services set up before you arrive!

* Transportation
Whether the TTC is your vehicle, the GO Train, or the highway system, we can assist you in maps, schedules, prices and routes.

* Education
Schools for your children, private or public, part time or full time post secondary school facilities, and even educational seminars for self or corporate learning.

* Healthcare
Learn where to get your O.H.I.P. card, find out about temporary insurance, dental or medical.

* Employment and employment agencies
If relocation includes a new job, we can help you search out the best employment agencies and potential job opportunities available.

* Government services
Passport offices, Department of Motor Vehicles, Consulates, Child Assistance, and a host of other available government support.

* Immigration services
Coming from outside the country offers a whole different set of challenges. Parris Concierge can aid you in finding the services that you require for all your immigration purposes.

* Entertainment
The newest shows, upcoming concerts, hottest restaurants, all the essentials for your entertainment in Toronto.

* Legal
Finding legal advice or services can be a tricky task. Parris Concierge can help find you a trusted legal advisor from our large resource department.

* Moving Companies
We can either find you a company or facilitate the move to Toronto with your movers.

* Information on Neighborhoods
Every community has its own life. Find out the latest news, happenings, and best stores in your new neighborhood.

* Temporary and permanent accommodations
In town for a month or 2? Where to stay? Living in a hotel and anxious to find a permanent residence? Relocations can find you the perfect place to suit your lifestyle and budget.

* City Tours
Nothing can help you orient yourself around Toronto than a city tour. We can recommend either a general overview of the city, or find a custom tour to help you see exactly what you want!

* Sports and Fitness
Whether it be a private gym, public facilities, running trails, bicycle tours, tennis clubs, etc. we can acquaint you with a variety of options available in the city for sports enthusiasts.

* Storage
Relocating often means temporarily living in smaller accommodations or a residence that is not permanent and therefore you need to put your personal items in storage. Let us help you find the most convenient and safe place to secure your belongings.

* Tax information
From property tax to plain old income tax services, we can help you learn all of the information when in comes to tax in Toronto.

* Personal shopping
Moving to a new city means changing all of your favorite stores. Let us show you the best places to shop to suit your style or let us do the shopping for you and save your valuable time.

* Personal care services
Dentistry, Hair Care, Esthetic services, and many other personal care facilities you need to look and feel your best. We have a wide range of professionals we recommend for the job

To use my experience in the fields of technology and to share my knowledge of the Call Centre Industry.

Skills

Ÿ  Excellent Communication and Organization Skills

Ÿ  ISO Certified

Ÿ  COPC Certified

Ÿ  Excellent Software and Technical skills such as:

* Workforce Management Software: Aspect E Workforce, TCS, Blue Pumpkin and RTA

* Dialer Management Software: Davox, Apropos, Easyphone, DASH, Pro-T-S

* Software: Remedy, SGI, C.H.I.P, C.T.I, Windows, Microsoft Office and Lotus Suite

* Telecommunication Switch: Lucent and Nortel

* Reporting Software: Crystal Reporting, BCMS, CMS

* Program Software: DOS, UNIX, C and C++

Experience

Data Collection Company

Director, Quantitative Field Services

• Responsible for the CATI Operation floor for the Toronto Site and Montreal Site
• Responsible for the all employees in the Call Centre
• Responsible for creating and implementing new policies and procedure to the operation floor
• Responsible for hiring staff on all levels for the Call Centre
• Responsible for coordination the launch of the program and changes on the account with IT department
• Responsible for forecasting weekly, monthly and yearly revenue
• Maintaining client goal and ensuring timelines are met daily, weekly and monthly
• Testing and maintain of call flow, scripts and system functionality

Teleperformance Canada

Client Relationship Manager

• Responsible for relationship management between major corporate clients
• Accounts worked on: Business and Residential Market Research, Outbound Sale and Inbound Customer Service
• Responsible for the all employees on the account which would include: interviews, hires training and development, performance appraisals and disciplinary actions.
• Responsible for coordination the launch of the program and changes of the account with IT department
• Creating and suggesting scripting changes on accounts
• Responsible for purchasing leads for the account
• Responsible for forecasting weekly, monthly and yearly revenue
• Maintaining client goal and ensuring timelines are met daily, weekly and monthly
• Testing and maintain of call flow, scripts and system functionality
• Responsible for researching office supplies, and software for the account

AVIVA                                                                              Toronto, ON

Senior Command Centre Analyst

• Set up and implement Protocol and Procedures for the OIS department
• Liaise with vendors/IT department
• Analyze and trend Call Centre statistics
• Ensured that all metrics for all queues are being met
• Testing and maintenance of call flows, scripts and system functionality
• Oversee all scheduling for the floor
• Maintain Vacation and Overtime schedule

TeleTech Holdings Inc.

Operation Support Manager

• Set up and implemented TCS and all procedures for all Ontario Sites
• In charge of all TCS scheduling for all Ontario Sites
• Trained and supervised team of employees on software and etiquettes of the Call Centre globally
• Ensured that all metrics for various programs were being met
• Generated revenue-expense reports using a switch system
• Managed specific perimeters for the dialers
• Participated in demonstrations for clients touring the Call Centre

Operations Supervisor

• Managed a team of 10 to 30 employees for Inbound/Outbound sales and customer service campaigns
• Reported to management and clients daily and weekly regarding development and growth of the campaigns
• Supervised for such clients as AOL, Rogers, Shaw, Sprint Canada

A diversified and progressive career leading to the role of Associate Director combined with a Life Skills certificate and an impending Social Services diploma. An experiential background covering areas such as Human Resources (selection, hiring, on boarding, training, mentoring, and, performance evaluations), Project Management (full-cycle IT and Process), Change Management (communication, building consensus, implementation) Marketing (incl. new product launch) and Operations Management (budget, call centre operations, customer relations, sales, billing, collections). A proven record of performance in reducing cost, boosting sales, improving customer/agency relations, enhancing inter-departmental synergy and achieving major gains in the many other areas through successful continuous improvement initiatives.

A result-oriented team player with excellent communication and interpersonal skills together with a positive approach to solving problems, meeting challenges, and managing increasing work demands. Resourceful and flexible with an enthusiastic attitude and a strong sense of ownership for adding value.

PROFESSIONAL EXPERIENCE

Telecommunications

Associate Director, Reporting & Billing Operations

• Facilitated synergy and operational efficiency by managing the relationship between Bell TV and its partners, including end-to-end reconciliation processes, project wrap up, bill processing, promotion validation, bank reconciliation, auditing and collections
• Collaborated with multiple departments and agencies to refine process controls and implement projects as required
• Provided, leadership, guidance and ongoing support to a team of up to 60 employees while controlling operational budget within established parameters
• Screened, selected, hired, oriented and trained new employees, including temporary help
• Fostered employee development by evaluating aptitudes, interest, and training needs and facilitating training in accordance with Corporate goals and employee objectives
• Developed and implemented employee training programs to meet changing needs
• Collaborated with Human Resources (HR) to develop recruitment and selection strategies associated with internal and external hires
• Reviewed and signed off monthly bank statements, audit reports, and balance sheets
• Developed policies & procedures in accordance with company standards and best practices

Selected Accomplishments

• Curtailed discrepancies, improved relationship between Bell and its agencies, and reduced operational cost by successfully launching an Agency Fee Calculator
• Enhanced customer relations and compliance with Service Level Agreements (SLAs) by implementing controls and sign off processes, including departmental scorecards
• Increased outstanding payments from 20% to 65% (paid within 20 day period) by establishing reporting metrics, and process maps to identify and quantify areas of improvement
• Generated $378K in savings by initiating a customer outbound campaign
• Achieved a 30% increase in coaching tickets, and a total savings of $900,000 in 2009 by reducing revenue leakage through more effective processes and controls
• Reduced overtime costs 13% by streamlining processes, eliminating redundant work, and balancing the workforce with interdepartmental cross functional training programs
• Achieved “exceed” rating year over year on Bell Leadership and Performance objectives

Associate Director, Customer Experience, Business Change Management, 2005 – 2006

• Supported organizational change by proactively communicating with all stakeholders, building trusting relationships and managing change initiatives/projects
• Conducted root cause analysis; identified gaps in processes; recommended solutions; and facilitated process improvements

Selected Accomplishments

• Achieved a 3% reduction in call centre volume by introducing a New Customer Welcome Call Education program and lunching an email work order confirmation (IWOK)
• Designed and implemented IVR billing facts, proactively educating customers of the billing options, payment options, and other related details
• Enhanced employee awareness and boosted their performance by developing a First Call Resolution performance objectives and metrics for specific call types including Billing, Technical, and Sales and implementing quality call standards document and procedures

Telecommunications

Operations Project Manager, Call Centre Sales & Customer Service,

• Managed the full life cycle of various projects from defining scope, and gathering business requirements to managing risks and bringing the project to completion within time and budgetary guidelines
• Facilitated joint application design (JAD) sessions; translated abstract user requirements into well defined, structured business processes, and collaborated with business partners to implement organizational and role related changes as required to finalize implementation plans and ensure project success

Selected Accomplishments

• Improved awareness, sales and retention by introducing Contact Centre Max plus allowing sales and customer service staff to monitor and respond to customers spending habits
• Managed successful launch of Varient call monitoring software phase one to simplify quality listening process for Managers
• Introduced e-Communications application to collect customer emails addresses for proactive messaging, resulting in 24% capture rate within four months
• Launched a desktop simplification project (Multi Vu) which reduced multiple applications that were used by frontline agents on a daily basis

PREVIOUS EXPERIENCE

ROGERS AT&T WIRELESS, Vancouver, BC

Team Manager, Distribution Support,

• Managed cross functional inbound sales team and worked in conjunction with Call Centre and Distribution support team to ensure both SLAs were maintained
• Synchronized relationship expectations between inside and outside sales channels to ensure teams worked towards common goals

Selected Accomplishments

• Enhanced employees safety at night by developing and launching a Safe Walk program
• Reduced call volume by 5% by developing & implementing an action plan for the call centre
• Selected as the Recruitment Prime for multiple projects within Vancouver and Calgary Contact Centres; met stringent recruitment deadlines in order to commence training as required to facilitate project progress
• Collaborated with HR to develop Diversity Team within Rogers AT & T Wireless
• Developed and implemented a tracking program to assist the Company reduce dealer spin (churn)
• Simultaneously enhanced performance levels and employee morale by developing a Positive Memorable Customer Experience Award (PMCE) to recognize extraordinary service provided to customers by representatives
• Promoted through the ranks of several positions based on contributions to Company goals

I have increased employee satisfaction, key performance indicators and department productivity by consistently maintaining an employee first mentality in every position I have held. I have always believed happy employees mean happy customers, resulting in company success. Employees are the face of the company, in most cases it’s a customer’s first and potential only interaction with a company. I want to bring this focus and attitude to the senior manager role.

My experience in the call center client service industry has ingrained in me the importance of communication, sufficient training and efficient systems in order to create a productive work environment geared to fostering employee success. I have come to understand the need for clearly defined and documented process and procedures, to promote consistency and brand loyalty.

I possess excellent interpersonal and decision making skills, and thrive to work in an environment where those skills can be utilized to influence decisions at all levels. My experience demonstrates my proven ability to implement workforce practices, coach, and motivate teams to perform at their peak ability. By identifying gaps, providing support and implementing innovative programs and solutions, which help to improve performance and maximize efficiency.

Profile Summary

• Strong leadership and management skills
• Results-oriented & driven by financial and operational metrics
• 13 years experience in workforce management
• Over 8 years experience in Call Centre Operations and back office operations
• Strong negotiation skills and the ability to influence and persuade others
• Superior analytical skills and aptitude for finding innovative solutions
• Strong knowledge and expertise in call center applications, systems and solutions
• Strong knowledge and expertise on telephone/IVR Channel, Internet Channel
• Fluent in the following systems and program; IEX, TCS, eWFM, Calabrio

Career History

Telecommunications

Manager, Interactive Channels

• Coordinate and manage all project processes and support, including business requirements, financial tracking, communications and project implementation across the company
• Implement, test and coordinate feedback and results of each project implemented to senior project team
• Act as Customer Care Interface for the IVR and Interactive Project Delivery teams
• Perform Project Assessments through analysis of results

Telecommunications Company

Manager, Shared Services Workforce Management

• Managed/directed a Workforce Management team totaling 13 direct reports, with payroll, Scheduling and Forecasting functions/ responsibilities supporting call centres in multiple provinces .
• Managed external vendors to ensure service level objectives are met per contractual agreement
• Responsible for short-term and long-term forecasting, capacity planning and contribution to overall budget for the company as it pertains to call volume
• Responsible for achieving the call centres’ levels of service and ensuring efficiency for all metrics
• Developed contingency and reverse contingency plans that increased flexibility and response time allowing reduced risk of customers calling and wait time
• Directly responsible for the planning and deployment of IEX vacation bidding that drove a savings of one million for our Shared Service group
• Develop & Implemented Preference Scheduling within the company
• Catalyst for identifying and driving opportunities for improving workforce scheduling process
• Construct and maintain trusting and pro-active partnerships to enhance the workforce management process
• Manage the performance management & measurement process for 13 direct reports; communicate expectations; take part in target setting, determining performance management & measurement ratings; identifying areas where cross training is required, providing ongoing coaching, feedback and learning as appropriate

Director of Customer Care

A highly experienced bilingual Contact Centre Director with extensive background in manufacturing, medical devices, telecommunications and the financial industry. An Executive with excellent communication skills, who is able to implement and lead others through change.   Areas of expertise include:

PROFESSIONAL

Manufacturing Company

Customer Service Manager

Customer Service Manager

Managed 70+ staff (4 supervisors, trainer, and 9 divisions with diverse areas of responsibility).  Successfully integrated 7 call centres across North America into one location.

• Established multi-functional teams to deal with supply chain and sales representatives issues
• Created operational metrics for the centre (Average Speed of Answer, Service level, abandon %, calls per hour, Average Handling Time, data integrity, and error rate)
• Improved backorder management through the establishment of clear role definition, and improved reporting that enabled us to match open backorders with future orders
• Liaised daily with warehouse, carriers, Account Receivable, Pricing, Marketing, IT, Customer Set-up, Contract Management, sales and managers to resolve issues.  Met regularly to streamline and improve processes
• Streamlined and improved service request process through the use of Siebel.  Continually increased the department use of Siebel to better understand our customer and improve our CRM abilities
• Developed and implemented a Call Observation program
• Consolidated a number of areas to reduce complexity which improved our service levels by 15%
• Built a strong team which lead to successful transitions with little business disruption.
• Implemented a social committee, newsletter,  and Speaker’s Corner
• Worked closely with IT to develop our ACD, IVR and the implementation of MCI (call management tool)
• Developed a positive work environment that empowered the employees to make decisions and share their ideas
• Set the stage to become a World Class Centre

Manufacturing Company

Call Center Manager

Managed 90+ staff (team leaders, trainer, dispatchers, customer relations, pre-buy line, E-solutions, parts and service representatives). Streamlined and re-structured the department, leading to increased efficiency and higher quality scores.

• Decreased average speed of answer by 2 minutes within first month of hire without any headcount changes, while handling an additional 8000 calls
• Decreased  average handling time by 127 seconds by streamlining processes and re-vamping the training program
• Analyzed trends and put forth-new strategies that improved service level, and employee morale
• Implemented a Call observation program, which increased quality scores
• Recommended and implemented a company loyalty initiative to increase brand advocacy
• Assisted in the implementation of a new system used by 600 technicians and the call center
• Introduced cross training and saved the department over $200 000 in labor cost
• Key player in successfully centralizing the Parts Call Center and closing 7 branches
• Oversaw recruitment of all call center staff and decreased the turnover to 4.1%
• Implemented and enforced customer satisfaction guidelines, which streamlined processes in handling escalated calls and reduced unit replacement
• Increased warranty sales by 300% in the call center
• Received and Outstanding Contributor rating for my performance in

Financial

Assistant Manager- Workforce Management

Managed a dynamic team of intraday and scheduling analysts, capacity planner, and payroll administrator in a 250 seat center.  Streamlined the workforce group to better manage the day to day service levels and provided detailed analysis to improve future performance.

• Developed, monitored and coached team leaders to ensure compliance with company objectives leading to the achievement of 95% schedule adherence
• Developed, measured and analyzed objectives and identified areas of opportunity; decreased internal transfers resulting in more first call completes
• Managed staffing levels to budget while optimizing organizational structure,  which led to improved average speed of answer
• Streamlined workforce process between departments to ensure consistency in results
• Identified cycle cut trends and worked with marketing to ensure they dropped new customers into identified billing dates; improved service levels and customer satisfaction
• Decreased absenteeism by identifying and tracking trends resulting in productivity gains
• Identified cross training opportunities in the department, which led to increased service levels and a more balanced average speed of answer
• Improved the outlook of the Workforce Management team and was recognized for the changes
• Changed and implemented numerous processes to improve efficiency and communication in the department; implementation of mini shift rollouts introduced more flexibility in the scheduling which led to a decrease in absenteeism

Telecommunications

Workforce Management Business Analyst

Managed 5 schedule coordinators who led the workflow for 6 different customer service departments. Provided analysis, design and recommendation to help create a Virtual Call Center.  Provided support to numerous departments to ensure organizational effectiveness.

• Decreased queue time for the centers by efficient call routing
• Performed analysis on schedules, budget, churn and call volume and recommended changes that increased departmental efficiency
• Forecasted call volume within 5% of actual
• Implemented and trained coordinators on rollout of Series 5 in TCS, which enabled a smooth transition into the new system