Lisa Pilon Email & Phone Number

Canada

Calgary, Alberta, Canada

-Member of the Global Service Operations Team-Forecasting, Scheduling of Global Service Team-Assisting in transition from traditional workday in independent regions to 24x7 follow the sun model-Creation of reports to keep Managers informed of activities, occupancy and adherence-Capacity calculations to balance headcount where needed in each region to ensure best coverage-Provide recommendations to senior leadership-Analysis to provide recommendations to Managers on shift and break placement for optimal performance-Work closely with Enablement and Managers globally to schedule training and company meetings, optimizing the schedule along the way-Creation of process documentation for the Workforce Analyst role-Daily Real-Time schedule adjustments

-Operations supervisory role within a team of up to 15 members, overseeing a contact centre of up to 1700+ agents.-Queue management and operational oversight of up to eight business units in the contact centre, including three language queues and four cities.-Proficiency in and training of: Workforce Management systems, including Blue Pumpkin, NICE IEX, and Verint. Telecom systems including Contact Centre Manager, Avaya, Virtual Hold. Currently launching Genesys.-Analyzing schedule performance post release, creating an action plan for continuous improvement and optimization of the schedule. Striving daily for the perfect balance between the needs of the business and the needs of our guests.-Responsible for building and maintaining reporting capabilities. Frontline operations reporting for senior leadership.-Leading the continual processes improvement both for the Operations Teams and the contact centre agents. Class facilitation for new hires to the contact centre regarding scheduling and real-time processes. Training new team members of the operations team.-Representing Contact Centre interests in cross functional and team meetings, most notably in change management, marketing and sales, culture and technology launches.-Key player in contact centre change management initiatives, planning with cross-functional teams,ensuring communication with stakeholders, rolling out smooth transitions, creating/updating reportingrequirements.-Team leadership development, including leading the team in the leader’s absence, facilitating meetings, mentoring and project management.

-Building a schedule for 700 agents in the WestJet call centre. -Gap Analysis of the system generated schedule, identifying possible improvements, optimizing the schedule prior to release and achieving our service level goals.-Collaborating with multiple teams to coordinate schedule planning for contact centre initiatives.-Documenting and updating of scheduling department processes.-Creating and communicating detailed reporting of schedule metrics to leadership.-Key classroom facilitator for newly hired agents through Power Point presentations regarding the WestJet Scheduling world and hands on instruction on how to use the Time Off Management tools.

-Hub of the contact centre for day to day workforce operations and management. Intraday management and monitoring of multiple queues.-Project Management introducing Command Centre into the group sales department, performing gap analysis of current and missing processes aligning with the main contact centre. -Documenting, and updating processes. -Educating agents on the role of the Command Centre within their department. -Maintaining a high degree of confidentiality and workplace professionalism. -Optimizing real-time schedules for adequate coverage. Analyzing and reporting contact centre statistics to Leadership. -Entry level payroll duties.

-Handling guest inquiries including flight information, booking and modifying reservations.-Maintaining a high level of guest service drawing on fifteen years of face-to-face customer service experience and incorporating all aspects of WestJet’s call quality guidelines.-Operations team job-share opportunity accepted within the year, providing a new perspective on contact centre operations and management.

Edmonton

-Supervising, training and scheduling of the Travel Assistant Desk staff. -Creating, documenting and maintaining Process Manual for the Travel Assistant Desk staff. -Researching the best option for clients' travel plans and providing detailed itineraries. -Attending monthly Supplier product knowledge meetings and technical training workshops. -Required knowledge of various Travel Agent related systems. -Expertise in time management to ensure that booking deadlines were met and accounting and administrative tasks were completed on time.-Tour Escort - completing detailed expense reports, leading the group to keep itineraries on schedule, troubleshooting/problem solving for group members in destination, planning of activities for the group. Touring Cuba, Caribbean President's Cruise, Mexico Friendship Cruise and touring China.