Experience

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  Jamaica produce multi-purpose co-op society ltd.

  Mar 2008 - Feb 2012

  President
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  Vistaprint

  Oct 2011 - Apr 2015

  KEY RESPONSIBILITIES • Responsible for the long term capacity model with the expected outcome to provide accurate work load predictions for annual budgeting and monthly planning• Responsible for leading/communicating the Quarterly re-forecast and annual budget. • Partnering with cross functional stakeholders (CARE Analytics & Service Strategy departments) to ensure accuracy in the forecasting model as well as ensure the groups are aligned to strategic initiatives. • Responsible for the design and output of the FTE Governance Model and all sub process associated.• Responsible for the output of the Weekly SLA process and all sub process associated.• Implement best-practices across all WFM functional areas.• Represent WFM in a leadership capacity in cross-functional meetings• Provide constant reviews and feedback on areas of potential risks and opportunities to identify these risk elements and take appropriate corrective and/or mitigation measures.• Communication plans to Operations and mitigation plans if required. • Responsible for the quality and accuracy of reports delivered from the team. • Responsible managing key KPI metrics (including SLA, Occupancy, etc.)…• Responsible for collecting feedback from stakeholders with supporting action plans. Show less Job Purpose Responsible for maintaining the contact center's capacity model to ensure that the center is resourced appropriately. In addition to capacity modeling, accountable for all aspects and components of scheduling. Ensure that the centers' schedules align with the contact volume distribution and effectively plans for all offline activity. Key Responsibilities Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and monthly planningProvide short and long-term forecasting and schedule predictions for multiple lines of business in the contact centerCreates special forecasts for hypothetical scenarios to assist decision-makers in new market launches and business initiativesCoordinate advance workforce planning requirements for all areas within the Vistaprint Operations team to achieve established staffing and service levels.Create models based on historical statistics to help guide future decisions.Responsible for forecasting accuracy among key operational metrics reviewed weekly.Delivering monthly Stakeholder Review, which illustrates the previous month's operational performance compared to forecast & budget.I facilitated and drove decision points in the weekly FTE Governance meeting.Understand key drivers for load variations Build training and hiring plans based on load projections, skillset base & gap analysisOptimize Work Force Management ProcessTrending analysis on Re-funds/Re-Order/Merchandise CreditsResponsible for developing headcount requirements for all IBPsResponsible for planning switch group movement between domains to optimize staffing resourcesIdentifying development needs in relation to the current role, plans, and personal development objectives in line with an internal rotation development plan.Responsible for managing Vistaprint Vacation Allotment Process. Show less Responsible for distributing the contact volume forecast into skill groups. Adjust for the upcoming week's cyclical and sales events in Monet WFM software. Ensure that the schedules align with the contact volume distribution and effectively plans for all offline activity.Key Output:Develop impact assessments and what-if scenario models.Responsible for the proactive scheduling and planning of training initiatives.Responsible for managing Vistaprint Vacation Allotment Process.Assist in the accurate reporting of capacity and scheduling data by the use of various tools and models (Erlang c, real-life data, simulation modeling)Analyze variances between forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated. Show less The Workforce Management (WFM) Associate is responsible for real-time management of the center’s service level performance for all contact types. This includes ensuring that agents adhere to their schedules and that shrinkage activities continue to occur as planned or as best as performance allows. In addition, the WFM Associate executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries. Key Task - Distribute intraday and daily service KPI performance reports, including commentary, to various stakeholders.- Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support toward performance objectives.- Analyze and report real-time and historical performance trends to the WFM Supervisor to initiate upwards filtering. Show less

  • WFM Manager – Forecasting & Scheduling

    Nov 2014 - Apr 2015

  • WFM Supervisor – Forecasting & Scheduling

    Apr 2013 - Nov 2014

  • Workforce Management Specialist

    Jul 2011 - Mar 2014

  • Workforce Management - Professional

    Mar 2012 - Mar 2013

  • WFM Associate (RTA)

    Oct 2011 - Apr 2012
• 

  Sutherland global services

  Apr 2015 - Oct 2016

  Manager - workforce management
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  Vistaprint

  Oct 2016 - now

  • Sr. Manager, Global Resource Planning

    Jul 2020 - now

  • Manager, Global Resource Planning

    Sept 2018 - Jul 2020

  • Manager, Workforce Management

    Oct 2016 - Sept 2018