Daniel Weisz Email & Phone Number

Burnaby, British Columbia, Canada

Burnaby

As a Workforce Operations Scheduler for all 29 Service Locations (around 400 call takers and customers facing agents), I am responsible to build complex schedules in a way to meet the company’s needs, having the right/skilled agent at the right time in order to minimize costs and increase customers satisfaction but also understanding that schedules are an important part of the work/life balance for our employees.

Helping other students achieve their goals on subjects like: Math, Business Math, Accounting, Excel and Accounting software Quickbooks / SAGE 50 / SAGE300. Developing learning strategies and study plans.

Vancouver E Região, Canadá

Working as a Greeter, Ticket Scanner, Information Agent, among other activities that help the client to have a successful event. Previous work locations were BC Place and Vancouver Convention Centre.

São Paulo Area, Brazil

Responsible for planning the workforce, and forecasting calls (inbound and outbound) and emails for the Contact Centre of the biggest Brazilian website (www.uol.com.br), with over 1,000,000 contacts/month. Duties include activities like; Develop, validate and analyze contact volume forecast using operational data to identify trends. Report operational productivity and staff plans using key metrics (Average Handle Time AHT, Average Speed of Answer ASA, Average Time to Abandon ATA, Staff Scheduling, Adherence, Occupancy and Turnover, Cost per Contact, First-Call Resolution FCR, Service Level and Forecasting Accuracy). Monitoring contact volume measures and operational productivity to recommend actions to optimize performance and customer service experience. Prepare reports to communicate Contact Centre operational results of the data analysis. Using these reports to identify issues and to suggest actions for improvements.Also responsible for managing the call centre financial area through planning, analyzing and controlling budget and costs, as well as preparing reports with financial statements, making cost estimates, forecasting the budget of several areas of the company, auditing suppliers billing, arrange payments and inform any change that is critical to the financial performance of the company. Also responsible for hiring, training and managing the team of analysts, business relationship with suppliers, making contracts, releases and expenditure budget revisions in SAP-ERP.Direct participation in preparation, analysis and selection of suppliers of outsourced Call Centre on a Request for Proposal in 2007, 2010 and 2012. With those market researches the company could save 13% per year on Contact Centre costs. With many employers reporting directly to me, developing their skills, and helping with everything that is necessary.

Controller for newspaper paper and ink inventory, managing several statements in reports to the boards, controlling the drawing from several newspapers of the company, among others duties.

Financial Management, Finance Option, Gpa 88

Bachelor Of Business Administration (Bba), Business Administration And Management, General