Carol Ho Email & Phone Number

Daily/Weekly/Monthly KPI reportingCreating and maintaining Tableau Dashboards

▪ Prepare and/or assist with business cases, such as staffing models for a new LOB, or a cost-benefit analysis of additional staffing. ▪ Regular meetings with leadership, including SVPs, to discuss trends, forecasts, areas of risk or opportunity and provide recommendations. ▪ Working with partners to determine how to best interpret data provided. ▪ Assess and provide vacation allotments to various LOBs

▪ Produce long and short term forecasts for both inbound and offline groups, as well as post-mortem analysis on variances ▪ Planning hiring requirements based on operational budget as well as forecasted demand, and meeting with leaders as well as Talent Acquisition to discuss plans and areas of risk or opportunity. ▪ Onboarded new team members, providing guidance and support as they learn the role and business.▪ Simplified monthly forecast process and FTE tracking through automation and review of redundant steps.

▪ Managing time off and exception requests ▪ Working closely with the local CSC Management team to ensure the effectiveness and efficiency of the CSC ▪ Monitor contact centre metrics throughout the day and execute contingency plans as necessary ▪ Identify optimal timing for off phone activities such as training, coaching, and meetings▪ Make recommendations for changes to schedules according to live week/day results, priorities and strategies ▪ Participate in weekly planning meetings▪ Complete regular reporting for various levels of the business.

3 month project creating, improving and documenting processes for the Intraday team. - improved method of calculating overtime requirements- automated staffing gap reports- automated skilling (allows user to schedule skill changes)- assisted with time motion study to determine accurate staffing allotments- daily, weekly and monthly meetings to discuss progress, next steps as well as present completed items.

• Assisting the customer care team in meeting and exceeding company objectives• Responding to changes in call trends• Maintaining outage escalation processes and communicating outages to teams when they occur• Monitoring real-time activity of agents to ensure maximum productivity and efficiency• Assisting with development of process improvements • Maintaining intra-day reporting of queue and staffing levels• Monitoring call centre activity and reporting on call drivers and impacting factors • Testing & monitoring of telephony systems including Virtual Hold & IVR

York Mills Office, North York, Ontario

• Acted as a prime liaison for all on-site real-time management related requests and concerns• Redesigned, developed and maintained several customized reports and automatic scripts, with the use of Excel (with VBA) and Batch file scripts• Worked alongside with other workforce departments to manage all off-phone activities and requests (breaks, meetings, trainings, etc) to meet all call centre targets (SVL, Occupancy, and CPC)• Met with local operation team and other workforce departments on a daily basis to discuss previous day/week/month's results and plans of action for current and future day(s)• Organized early leave and overtime requirements in conjunction with other workforce departments• Monitored daily and real time stats with RTA, CentreVu Supervisor and eWFM. With these systems, I was able to monitor staff compliance to schedule, ACW, and AHT, as well as other stats, as required• Reviewed and managed employee updates, for example medical and non medical leaves and returns, resignations and terminations, new employee/manager set up, providing employees with access to systems, department/manager change, etc.

Brampton

• Real time monitoring of key business metrics (service levels, occupancy, handle time, staffing, speed of answer, etc)• Conference calls throughout the day with various levels of management• Real time service level updates sent to leadership teams• Identified and acted on strategies to maximize service levels/occupancy to meet targets• Tracked outages as well as their impacts; whether to the customer, or to employees• Authorized overtime/early leave to meet business needs• Worked alongside other Workforce teams to execute overtime, early leave, and offline activity• Communicated with vendors regarding staffing, call drivers, trends, etc• Comparing forecasted to actual statistics, reforecasting where necessary (Used Excel and VBA to create a tool to reforecast)• Provided previous day service level impact analysis• Performed agent skill changes for call handling to balance occupancy and service level• Managed escalation updates and plans of execution

Brampton

• Liaised with Customer Service Consultants (CSCs) and their managers, including internal Workforce members to resolve escalations• Authorized offline time based on service levels/availability, as well as action schedule updates

Brampton

• Completed break optimization three times daily, to ensure proper staffing levels• Sent out notifications of idle employees three times daily• Updated CSC schedules with changes in HR status• Liaised with National Command Centre for required overtime as well as post on CCHP, the internal employee website• Reviewed forecasts for future-dated offline requests• Liaised with Short Term Forecasting team for future and/or extensive offline requests• Completed offline updates to schedules• Attended new hire presentations for scheduling as well as vacation booking• Completed any pay-impacting entries requiring a Timekeeper update as well as complete the biweekly Timekeeper audit report• Posted weekend schedules on CCHP in case of eSP (employee scheduling webpage) outage

Toronto, Canada Area

• Assisted Customers with sizes, styles, etc.• Worked in partnership with Asst Mgr with upkeep of store and merchandising

Toronto, Canada Area

• Prepared and served a variety beverages, as well as food• Assisted with Managing Cash

Toronto, Canada Area

• Prepared and served espresso beverages, fresh juices, frozen yogurt, as well as a variety of meals and desserts• Assisted with Managing Cash**This establishment no longer exists at the location**