Colin Sperlich Email & Phone Number

• Conduct analysis on Key Performance Indicators, call trends, forecasts, and staffing productivity for assigned groups to utilize the information to build, coordinate and accurately maintain agent schedules.• Correspond with the Workforce team, management and agents to establish and maintain all scheduling activities. This includes, but is not limited to, discussing scheduling shortages, shift changes and soliciting overtime to fill scheduling shortfalls.• Lead the Intraday team on all scheduling initiatives to ensure effective execution.• Monitor all time away from work for assigned groups (i.e., vacation).• Provide recommendations that will meet both the needs of the business and lifestyles of the agents.• Provide short and long-term planning for scheduling initiatives with the purpose of delivering content while meeting service level targets.• Responsible for the review and co-ordination of requested off-line activities.

Toronto, Ontario, Canada

•Monitor and manage the national real-time staffing levels and contact volumes against forecastsin order to make decisions to reallocate resources to meet the service demand or utilizeavailable bandwidth• Implement strategies from the WFM team to optimize agent scheduling and coordination ofoffline events• Approve or deny requests for discretionary activities based on business needs and objectives• Conduct analysis on staffing supply and workload demand to implement or recommendproactive adjustments to planning• Constant and effective queue management ensuring optimal agent skilling, schedule adherence,and occupancy levels to meet service level objectives• Collaborate with the I.T. department and management team to address any technical issuesimpacting the Centre(s)• Administer a data collecting and reporting process to effectively summarize performancethroughout the day, while documenting details for any incident affecting service supply ordriving forecast variances• Process daily schedule adjustment requests, such as overtime, ad-hoc offline activities, shifttrades, etc.• Manage related WFM application administrative functions, such as employee information, timeoffbalances, and payroll submission• Provide technical support to all supported business

Hold overall agent scheduling responsibility for supported contact centres (including, but not limited to, the production and maintenance of monthly schedules, vacation schedules, special event schedules, and bank time management) for 300+ agents over five sites Produce accurate intraday, short/medium/long term forecasts Manage ongoing correspondence with agents and team leads to maintain forecasts, schedules and time trackingRegularly liaise with operations managers on issues and trends impacting staff and client groupsAssist with short/long term capacity planning Ongoing analysis and adjustments related to attritions, service levels, latency, and vacations to identify schedule gaps and work to mitigate impact Identify and improve department workforce processes to achieve department objectives; including process improvements to improve attrition, meeting program commitments, and budget objectives Monitor all supported Contact Centre queues/agents on a real-time basisRespond to incoming call and email inquiries, change requests, and escalations

Triage incoming client requests via phone, e-mail and instant messagingConduct risk screening and assessmentsResponsible for creating new client records and maintaining/changing existing recordsProvide information on Shepell programs, with the goal of matching client needs to appropriate Shepell services in their communities

Respond to customer/emergency services requests and trouble calls Respond to internal and external customer inquiries to resolve outage and billing issues Performed administrative tasks, including participation in customer mailing projects, filing, account maintenance and lookup, bill generation, gathering of customer data for reporting, and data entry Interacted internally with the Sales, Legal, Billing, Information Technology, Accounting and Market Development departments in order to serve client needs