Jon Stark Email & Phone Number

Ontario, Canada

•Responsible for redevelopment and managing a WFM team to coordinate activities regarding staffing, costs, and WFM best practices.•Communicate effectively with the Client & Team on issues relating to WFM including escalation management.•Implement Workforce Management departmental policies and procedures.•Implement and develop Workforce Management reporting for KPIs

• Responsible for cross-functional team management and development of 16 WFM staff.• Communicate effectively with the Client & Team on issues relating to WFM including escalation management.• Implement Workforce Management departmental policies and procedures as directed by the Workforce Management Director.• Development, implementation and execution of a scheduling model for the various channels and groups within the program. • Act as liaison with operational teams in order to ensure WFM methodologies and processes are aligned with business objectives.

Mississauga, Ontario, Canada

• Responsible for creating and managing a WFM team that included 5 Real Time Coordinators and 1 Scheduler to coordinate activities regarding staffing, costs, and WFM best practices.• Monitor and manage intraday staffing in contact utilizing; average speed of answer (ASA), occupancy, customer service level (CSL), average handle time (AHT), adherence, staffing, and customer satisfaction and compliance to forecast agreements. • Make real time adjustments to staffing forecasts in WFM tool, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirement.• Communicate effectively with the Client & Team on issues relating to WFM including escalation management• Collaborated with the planning team on all applicable Capacity Planning, Scheduling, Intra-day & Reporting requirements for the Client, including Back Office (if applicable)

Mississauga, Ontario, Canada

Woodbridge, Ontario, Canada

•Perform intraday function managing service level for multi-queue environment including input of daily schedule changes, absences, offline activities while managing all telephony requests relating to the call center and other areas of the business. •Support project and initiatives delivered to enhance departmental objectives Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed. •Prepare and analyze reports such as logs, weekly, monthly, quarterly reports. Review department metrics to ensure all lines of business job standard objectives and KPI’s are achieved.•Assist with schedule and tracker management to ensure that all schedules are generated properly •Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated•Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals•Create WFM SOP’s

Burlington, Ontario, Canada

The Operations Support Coordinator is a newly created hybrid role that combines the roles of intraday analyst and workflow assigning. • Manage intraday staffing levels.• Monitor real-time adherence alerts and communicate real time with all managers and team leaders regarding any issues on the floor, which may negatively impact service levels.• Monitor real-time ACD agent work state reports and proactively respond to spikes in call volume, by optimizing breaks and lunches.• Approve discretionary activities to increase occupancy.• Administration of intraday schedule changes.• Respond to questions related to SLA performance with suitable reports • Delegate’s daily workload to Customer Care Reps by reviewing work list to determine proper distribution of daily workload.• Ensures Customer Care Reps work list is maintained with attendance occurrences daily.• Assist Service Delivery and Customer Care Reps with work related questions when applicable and act as information source.• Prioritize daily workload to be worked on by Promise Date.• Accountable for account member satisfaction through accurate assignments to keep turnaround time to a minimum.• Provide Service Delivery with coaching for Customer Care Reps quality control in regards to cases and emails.

Burlington Ontario

• Manage intraday staffing levels• Monitor real-time adherence alerts and communicate real time with all managers and team leaders regarding any issues on the floor• Monitor real-time ACD agent work state reports and proactively respond to spikes in call volume, by optimizing breaks and lunches• Approve discretionary activities to increase occupancy• Increase staffing levels or modify call routing to increase service levels• Respond to questions related to SLA performance with suitable reports and analysis

Burlington Ontario

• Monitor actual call arrivals to forecast and proactively respond to spikes in call volume by optimizing breaks and lunches and working closely with team leaders to ensure service levels are met and abandonment is within targets.• Communicate real time with all managers and team leaders regarding any issues on the floor, which may negatively impact service levels.• Coordinate efforts to reroute calls if necessary.• Liaison to all call centers regarding routing changes and oversee allocation changes.• Respond to questions related to SLA performance intraday real time with suitable reports and analysis.• Manage specific queue assignments. • Aid in the coordination of work in progress.• Administer all skill level changes.

Burlington Ontario

• Delighted members by handling a variety of incoming requests from many different channels (phone, web, email, fax) requesting personal services such as dining reservations and suggestions, flower orders, and gift baskets for special occasions, ticket inquiries, locating hard to find items, arranging for Bed and Breakfasts and other unique lodging, and product comparisons. • Answered calls and/or completed requests to meet and exceed service level goals.• Fulfilled requests during initial contact with the member whenever possible.

• Responsible for managing a team of CSR'S leading them to achieving individual, department, and organizational objectives pertaining to service levels and service quality.• Developed and implement staff schedule to ensure appropriate coverage.• Responsible for the ongoing coaching, performance management, and learning and development of the team, as well as facilitating and managing change• Coordinate with training and quality assurance to identify systemic quality-improvement opportunities• Resolve agent and customer issues.• Conduct performance reviews and team meetings

• Handled a high influx of inbound calls within a dynamic call center environment.• Managed multiple priorities and maintained effective results in a quota driven workplace.• Assisted wireless cell phone customers with items such as adding minutes and troubleshooting.• Responded to customer inquiries and requests and resolved issues efficiently and professionally.• Exercised strong interpersonal communication skills with customers and department personnel. • Utilized multiple call center support applications to efficiently assist customers and agents.

Marketing, Business

Courses included Sales, Marketing, Economics, Accounting and Finance Human resources and Psychology.

Education record