Christopher Trew Email & Phone Number

Cape Town, Western Cape, South Africa

Manage a team of WF Analysts (across multiple locations) and support worldwide network of business units, and operational centers. Define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options; Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision. Lead projects/initiatives and champions projects within and outside of organization or region; Collaborate with Capacity Planning and Forecasting to determines location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc. Identify opportunities and risks, dives deep, and works with internal and external teams to implement solutions. Innovate by driving continuous enhancements and operational efficiencies across all process areas. Influence key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery. Organize team structure for multiple functional areas to ensure scalability for present and future volume needs Escalate all major issues and site leaders and senior leadership— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time. Communicate effectively with senior management and leaders across the organization to determine priorities and direction. Create the development of internal and external communication across organization locally and globally. Influence peers, senior management, and external stakeholders on the organizational vision for their functional area(s) Set and balance goals across team, optimizing performance against department goals and employee development

Cape Town, Western Cape, South Africa

Key job responsibilities• Set business objectives to deliver best system/process, product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation.• Reduce the manual work and infuse alert mechanisms / bots and efficient process to protect SL.• Have end to end responsibility of Real Time Management for all regions. Ensure coverage, on time delivery, manage incidents impacting AWS CS, work with WFA team for interval level planning and skill management.• Engage with stakeholders across multiple geographies and time zones.• Prepare/present business review documents to leadership through effective communication both verbally and in writing.• Identify and evaluate potential risk in processes and determine appropriate corrective action with minimal direction from leadership• Work with WFM leader in devising and executing RTM strategy in terms of vision, people, process and technologyAs Manager:• Lead a team of Real Time analysts that support• worldwide network of operational centers.• Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability.• Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions.• Understands and communicates the department’s vision to team members. Sets clear expectations and builds robust launch plans for new team members.• Understands team members’ engagement and motivation, works to retain high performers.• Sets objectives with team members that enable achievement of department and functional goals.• Assesses behaviors and coaches team members on demonstrating Amazon’s Leadership Principles within their role

Cape Town Area, South Africa

Key job responsibilities• Providing support in creating and communicating site and profile-level short-term capacity plans to proactively manage known or projected capacity risks, working across multiple functional teams to ensure risks to SLAs are mitigated.• Providing support in delivering and consistently review scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.• Acting as a link between the Capacity Planning team and the business to continually provide feedback on how to align business planning process to reality• Providing support in managing the analysis of daily, weekly, and monthly reporting of site performance via Key• Performance Indicators (e.g. service level, shrinkage, utilization, etc.)• Partnering across functional teams, (e.g. Site Ops, BI, Operational Excellence, Capacity Planning, etc.) to test and validate input assumptions used in the headcount planning process.• Providing support in delivering site and profile-level holiday scheduling and shrinkage plans.• Providing support in building a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding workforce management best practices

Cape Town Area, South Africa

• Workflow and Capacity planner for Communities and Book-depository organization unit.• Responsible for providing operations with a best fit schedule of planned activities which deliver appropriate shrinkage levels (in line with short and long term plans) and in accordance with intraday contact requirements. • Extracting data from source systems and producing a range of scheduled and ad-hoc MI for a wide business audience, ensuring work meets the operations and business need.• Re-forecasting of call volumes, analyzing recent trends and historical data. • Responsible for Amazon retail seat utilization planning

• Responsible for the Credit Card, Personal Loans, Store Card, Rewards and Banking Online Customer Service business unit (120 agents)• Customer channels include E-commerce and Inbound.• Responsible for the recruitment, performance management, coaching, compliance monitoring, motivation, succession planning, reporting, training and development of team leaders and agents.• Responsible for contact centre digital service model• Responsible for contact centre sustainability and energy portfolio

Scheduling and Forecasting for an Inbound Customer Service Department, Data and Trend Analytics, Training Specialist on Workforce Optimization Suite "Verint WFM"

• Intraday real time monitoring of service levels and backlog for all queues at all sites.• Real time monitoring of agent's performance from all teams at all sites.• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team• Have a real time communication with the WFM team and operations when call outs or changes need to be done• Support changes within routing profiles• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI’s• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met• Review tickets assigned to the WFM team that require real-time assistance to different stakeholders• In partnership with the Operations and WFM teams, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs.• Other responsibilities as assigned by the Team Manager

Project Management

Matriculated