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

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.

• 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

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

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

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

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**