Jervis Mclaughlin Email & Phone Number

Cape Town, Western Cape, South Africa

In my current position, I have the honour of spearheading an outstanding Workforce Management (WFM) team, relentlessly ensuring we are ready for any given scenario.

Randburg Gauteng

• Planning, scheduling & Forecasting.• Shift/Schedule design and Process improvement opportunities.• Overtime budgeting/Planning.• Projected headcount requirements.• Data Analysis.• Reporting.Systems: Aspect EWFM and Excel-based scheduling/ Forecasting

Purpose: Real-time monitoring of metrics: SLA, call volumes, AHT and agent deviation from schedules.Key Responsibilities :True Compliance reports distributed to the leadership.Weekly reporting: month to date stats on absenteeism percentage and compliance.Monthly reporting: A monthly absenteeism and compliance report per agent. Achievements / Accomplishments / Value add: Implemented Work force management in Standardbank insurance services(SBIS)Systems: Aspect EWFM and NICE IEX

Planning, scheduling & Forecasting.Produce daily resource schedules on a half-hourly basis and assign actual consultant resources to these schedules o Forecasting call volumes etc, through the use of TCS and EWFM “what-if” scenario setting and apply resources required to these o Inclusion of all SSC and operational events in the resource schedule o Normalisation of TCS call volumes on a weekly basis based on information and guidelines received from the Resource Manager o Analysing and creating dynamic rosters that will eliminate staff wastage.Operational Control & Problem Solving.Setting & refining forecasting & planning parameters based on an understanding of the skill and group operational requirements, including the processing of changes based on emerging business needs.Administration of predictive information on the TCS and EWFM systems.Ensuring accuracy of forward planning data and schedules.System change control through the processing of updates within the agreed service levels.

To Manage staff to perform telephonic collections via various collection mediums focusing on minimising the roll rate of potential non-performing loans with the emphasis on customer retention, education and rehabilitation, through effective and efficient collection skills.

Key Responsibilities :Performed call monitoring activities within the agreed process time standardsUsed quality monitoring system to compile & track & reported on performance at team & individual level Provided feedback & actionable information to various stakeholders as neededDocuments activities compiled reports & provided follow up action for monitoring improvement opportunities & challengesCoordinate, Facilitate & document :-Call Calibration session for call centre staff Feedback session for Team leaders & ManagersMeeting with team leaders to ensure action plans are set & implemented to increase quality of collection calls; Completed several projects for Card, Home loans, PBL and VAF to investigate processes and procedures, to determine possible improvements to be implemented in future.Created monthly MIS report of behalf of the QA space for all product spaces (Card/PBL/VAF/Home loans). Assisted learning and development in training new consultants and existing SBSA employees and updated training manuals and processes.; Customer Debt Management – Early Stage/Late Stage Card Division

Contact centre agent(home loans)

Certificate, Management/Leadership

Education record

Six Sigma Yellow Belt, Project Management

Excel Skills, Excel Skills