Bruce Davidson Email & Phone Number

Conduct weekly meetings with Operations regarding previous weeks statistics and provide observations as needed. Make recommendations for new hire skill sets and client allocation. Ensure telephony is set up for new Clients. Involved in cost effective planning such as Vacation time as well as adjusting staff requirements for all holidays.

Responsible for day to day management of up to 25 agents Ensure payroll is accurate for each individualTabulate and report statistics to entire team and senior managementFacilitate team meetings Coach individual agents for quality purposesProvide feedback to agents in a positive and constructive mannerMaintain a strong focus on Customer Satisfaction using.

Scheduling - Workforce Management - Microsoft Project; Global Project Management of four on site and three off site projects employing a total of over 1000 employees in Canada and India.Determine appropriate scheduling patterns to meet call demands/ service levelsImplementation of various financial processes such as overtime and paid time offMade.

Acted as shift lead and directed workgroup (Five people) in assigning daily tasksDay to day scheduling for over 2000 agents Management of various statistical data on a hourly basisCompiled information for senior management and the client as requiredMonitored various projects involving employees within Canada and the U.S. (ATT wireless CBW wireless and ATT.

Assisted new hires with questions pertaining to product knowledge. Worked with training department with in class presentations on proper use of all tools and programs. Provided feedback to supervisors on the progress of new hires during training period.

Provided inbound support to customers with questions regarding their wireless bill. Assisted with technical troubleshooting of phone related issues.

Hardware Support, Computer Networking

Education record

Activities and Societies: Grade 12 Student Council VP Head of Student Police Coordinator and Participant of 30 hour Famine