Associate Director, Worforce management and Communications
Headed a team of 20 workforce specialists (including 3 Managers) with accountability to support four call centers with Intraday and scheduling management in order to meet service levels objectives. Also responsible for the internal communication and ongoing delivery of the business plan for the Workforce Management department.
·Initiated a clear and consistent communication process allowing for a solid and effective support to the call centers
·Established action and contingency plans to assure ongoing attainment of service levels
·Simplified the decision process by refining the capture of data and reporting process
·Influenced senior management to implement a critical long term plan in order to support one of our internal clients who were governed by very aggressive CRTC service level objectives
·Facilitated the sharing of information within my team by implementing bi-monthly meetings
·Increased the motivation of my team by developing an annual recognition programme for non management team members