Bill Letcher Email & Phone Number

Kamloops, British Columbia, Canada

Burnaby, British Columbia, Canada

Burnaby, British Columbia, Canada

- Develop, design, and maintain operational dashboards, reports, tools and/or procedures to enhance the quality and timeliness of operational reporting to support the network in delivering amazing customer experience.- Interpreting business problems, retrieving, and analyzing data, and effectively communicating results and options/recommendation at all.

Burnaby, BC

- Forecasting & Capacity Planning: Develop and maintain a detailed medium and long term capacity plan that incorporates all resourcing inputs (AHT, shrinkage, attrition rate, hiring plans, planned FTE) with goal of achieving optimal schedules. Provide short term forecasting at interval level for intraday management. Monitor and recommend forecasted volume.

Brampton, ON

- Lead a team of Schedulers that was responsible for scheduling Training, Games Time Schedules, and Uniform Pickups for more than 5000 guards and supervisors for the Pan Am and Para Pan Am Games in Toronto.- Developed staffing models based on the clients request and calculated our workforce requirements.- Built reporting to show recruitment counts along.

Montreal, Canada

- Managed the Scheduling and Reporting teams for a large support centre. - The scheduling team was responsible for forecasting call volume, providing feedback for hiring plans, and then creating the staff schedules each week while tracking vacations, disciplinary actions, and ongoing training. Forecasts were typically with 5% of the actuals and we planned.

Vancouver, BC

- Put together the schedules for the CSC Security Staff for the Vancouver 2010 Winter Games.- Developed Schedule templates to ensure venue coverage across the games while following internal rules and labour laws- Adapted quickly to venue and schedule changes as the games progressed- Created Coverage Gap reports to see where holes existed in the schedules.

Burnaby, BC

- Responsible for agent level reporting based on key performance metrics to business level reports showing trending and pain points. - Helped organize and report on our 3 service lines (Chat, Email, and Phone) as well as Customer Service surveys and contact categorization trending. - Built reports to help highlight areas of needed improvement. I then did.

Burnaby, BC

I was responsible for making sure the queues were handled within service levels, daily tracking of agent workload, coaching, and handling escalated cases.

Vancouver, BC

Managed a small CS team (around 8-12 members), including coaching, training, and handling escalations. I also handled the Call Centre schedule and monitored key performance metrics.