- Responsible for systems analysis, system troubleshooting and change management.- Make recommendations and changes to ensure systems remained above targeted service levels while maintaining world class customer satisfaction levels.- First point of contact for all real-time technical issue as well as change management following change management process and issue resolution procedures. Ensured they are logged accurately in Service Centre.- Work with key vendors to resolve issues.- Responsible for implementing new call centre technologies across new sites while ensuring cost effectiveness and flexibility.- Design business flows for all call centers and recommend optimal solutions for new initiatives, improve existing processes, etc. within the contact centres.- Responsible for designing telephony and IVR disaster recovery plans to ensure that the organization continues to offer un-interrupted service in the event of a disaster.- Fundamental contributor on several large scale projects with project management accountabilities.- Provide support to analytical inter-departmental employee’s with respect to trouble shooting call flow, workforce software and technology support issues.- Accountable for planning, recommending and implementing various technology upgrades and enhancements.

- Workforce Manager for all sites which fell under the cable and technology business units. These sites included over 2500 employees.- Oversaw the maintenance of all switches within our call center’s including Aspect, Avaya, and Symposium.- Involved in offshore initiatives.- Launched and continued to oversee the centralized forecasting, scheduling and real-time departments which were responsible for all call centers within the business unit.- Created pricing and staffing models for potential new cable and technology business including several large computer manufacturers.- Managed a staff of 30 across 6 call centers and traveled regularly to ensure all operations were running efficiently.- Managed workforce management and pricing relationship between SITEL and several clients.- Traveled to various client headquarters for contract negotiations and regular business reviews.