David Cornett Email & Phone Number

Mississauga, ON, CA

Toronto, Ontario, Canada

Mississauga, Ontario, Canada

Created and maintained schedules across several lines of business on a Workforce Management team, within multi-site contact centres. | Identified and corrected scheduling gaps caused by vacation and/or attrition through liaison with Operations. | Processed annual vacation selection and quarterly shift selection processes.

Managed Intra-day service levels across several lines of business on a Workforce Management team, within a multi-site contact centre. | Maintained schedules and vacations for contact centres in Mississauga and Montreal. | Drove real time efficient management of phone queues, balancing skill sets to volume. | Processed attrition, new hire employees.

Planned schedules and future offline activity for multiple lines of business, to maintain service levels. | Assisted in annual vacation planning. | Processed shift exchanges and requests for time off for all front-line staff. | Created schedules for contact centre and coordinated shift selection process twice-yearly for all lines of business, utilizing.

Toronto, Canada Area

Responsible for creating staff schedules in a multi-centre environment to ensure that client approved service level targets were achieved. | Determined vacation allotments and processed all vacation requests. | Utilized e-Workforce scheduling software to analyze historical call volumes to determine future forecasts. | Assisted in the successful transition.

Maintained pre-existing schedules in a 300-seat call centre. | Responsible for the creation of Relief schedules, vacation processing and training. | Utilized Aspect TCS scheduling software to maintain schedules to achieve internal service level targets.