Adam Walker Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Analyze and communicate trends in call volumes, service levels, ASA, key performance indicators, productivity, absenteeism and turnover.
• Produce reports that will be used to facilitate the development of budgets and needs in terms of staff.
• Observation in real time the results of incoming and outgoing call volumes, and adjust the allocation of resources according to needs.
• Analyze the results and develop plans and strategies to be put in place to enable the company to achieve its objectives.
• Produce / edit schedules teams designated to ensure the achievement of service level goals and agent productivity.
• Coordinate the selection of vacation leave and flexible work arrangement for employees and various requests for additions and changes.

Brampton, Ontario, Canada

• Handled scheduling changes (exceptions) for front-line agents in real-time to meet mandatory compliance and adherence thresholds.
• Regularly ran Excel automation audits to correct scheduling for 8000+ frontline staff.
• Adjusted staff schedules using Aspect eWFM for employee attendance, vacation, late, sick or absent, STD, LTD, early leave and overtime pay.
• Reviewed and adjusted Kronos Timekeeper against employee hours per pays cycle cut-offs and deadlines.
• Approved offline time using Genesys for staff to attend meetings, coaching, training, etc., based on staffing levels and queue availability.
• Ran strategic workforce reports to outline agents on schedule, time tracking and adjustments, etc.

Brampton, Ontario, Canada

• Regularly provided one-on-one coaching with 10-15 agents and assisted them in resolving issues using thought-provoking questions and reviewing strategies to improve key business metrics.
• Independently conducted weekly informative huddles for groups of 10-20 agents, which discussed call drivers and behavioural focuses.
• Led the weekly management huddle to update leaders on critical initiatives, pilots, in-flight projects, and immediate changes impacting targets and business operations.
• Liaised with the National Change Management Team to gather and compile data analytics and information on agent comprehension and training statuses.
• Established strong relationships with various departments within Rogers to ensure sites were well informed of all upcoming changes, risks, and potential issues.
• Assisted agents with difficult calls by suggesting de-escalation tactics and explored all possible resolution options, and personally handled the escalated calls when required.

Brampton, Ontario, Canada

• Passionately connected and built rapport with a variety of customers by providing excellent customer service and resolving concerns.
• Managed call loads of 20-30 calls with an average 10-15 call time for resolution, resulting in an over 95% satisfaction rate.
• Used advanced problem-solving skills to present unique solutions to customer inquiries, complaints, and billing challenges while building value to evolve the business and customer relationships efficiently.
• Constantly maintained a friendly disposition and a courteous, team-player attitude towards co-workers and customers

Toronto, Ontario, Canada

• Supervised staff in an inbound/outbound call center environment.
• Handled high-stress calls and resolved escalations by finding strategic solutions to meet client needs.
• Assisted with administrative work and quality assurance requirements for continuous improvement initiatives.
• Completed various productivity reports in real-time using Microsoft Office.
• Monitored scheduling coverage and adjusted when needed.
• Recruited and screened qualified potential employees