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 levels of the organization.- Ensure accuracy and consistency in operational reports and conduct routine analysis to detect data errors. - Monitoring and recommending improvements, automation and enhancements of processes and capabilities as they relate to the reporting and retention of operating data.- Present analysis and insights- Works in close collaboration with Customer Experience group, Marketing, Sales, Finance and Information Services teams

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 and staffing requirements based on historical trends, marketing activities, product change impacts and other external variables. Planning of vacation allotments based on forecast. - Analysis: Interpreting and analyze call/retail visit volume patterns based seasonality, day of week and time of day. Communicate results with options/recommendations to mitigate impacts to service levels. Provide business analytics and data gathering to support detailed modeling of staffing requirements. - Reporting: Create and maintain relevant dashboard/reporting to create transparency on KPIs Track and provide insights on drivers resulting in workload variations between forecast and actuals (volume and AHT). Produce detail reports on shrinkage and current FTE. - Communication: Collaborate with other departments and stake holders to identify opportunities for enhancement of resource utilization Actively share information and work to create ongoing synergy between operations, scheduling and intraday team members.-SchedulingCreating schedules for Service Locations using the forecasted requirement while managing personal requests, vacations, training, and operating hours.

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 with venue coverage

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 for a 90/8 service level. - Scheduling was done in the IEX scheduling platform- Data Analysis team was responsible in creating and managing all of the reports for the call centre staff and managers. - Loaded and provided the primary KPIs to the team members and managers as well as looking to trends in the data to find improvement or anomalies to indicate poor behavior. - Reports were updated daily, weekly, monthly, and yearly. We relied on excel with data being pulled from our data warehouse using a BI interface as well as directly through some SQL queries. Some data was pulled directly from our customer service tools, such as Cisco and Talisma/Moxie.

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 for the Call Centre to use to canvas for overtime

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 follow-up reports to show the impact of those changes.

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.