Martin Lafleur Email & Phone Number

• Spearheaded training and coaching initiatives for brokerages throughout the province, emphasizing the significance of optimal workforce planning.
• Successfully secured contracts with three major partners, facilitating full Intact WFM integration.
• Cultivated ongoing partnerships with two additional entities to ensure sustained adherence to best practices.
• Collaborated closely with the planning team to enhance support mechanisms for affiliated agencies.
• Implemented streamlined processes aimed at enhancing the communication of performance towards budgets goals and insights, fostering greater transparency and efficiency across the brokerages and agencies

• Mentored a dynamic team in the realm of workforce management, fostering a culture of continuous growth.
• Championed the enhancement of forecasting capabilities for claims handling and call response by facilitating knowledge-sharing sessions.
• Pioneered the creation of innovative tools tailored to optimize modeling efficiency and accuracy, ensuring superior service delivery.
• Headed the budget planning initiative for the nationwide claims division, overseeing 2,200 FTEs, resulting in streamlined financial processes and enhanced fiscal efficiency.
• Utilized sophisticated modeling techniques to create detailed budgets, fostering seamless communication with the Finance team to ensure strategic alignment with organizational goals.

Montreal, Canada Area

• Transformed communication channels with the national leadership team
• Revamped forecasting models across teams, resulting in improved outcomes, increased agility, and faster, more accurate results.

Région De Montréal, Canada

• Directed and mentored a diverse team comprising 6 analysts and 2 seasoned forecasters, driving excellence in workforce planning across 2,500 resources deployed across multiple sites nationwide.
• Regularly presented budget variances and strategic insights to the executive leadership, providing actionable recommendations for course correction when necessary.
• Proactively engaged and secured backing from key stakeholders to ensure alignment and successful implementation of recommended strategies.

Montreal, Canada Area

• Developed comprehensive long-term and short-term forecasts for call volumes and resource allocation, ensuring optimized operational efficiency.
• Formulated actionable recommendations for recruitment initiatives and strategic resource management, driving forward-thinking solutions to meet evolving demands.
• Developed comprehensive budgets utilizing advanced financial models and effectively communicated with the Finance team to ensure alignment with organizational objectives.

Montreal, Qc

• Established & presented strategic call allocation plans and center capacity assessments to executive leadership for endorsement.
• Conducted comprehensive training and coaching sessions for analysts, ensuring impeccable implementation and execution of approved strategies.

Montreal

• Enhanced workforce occupancy and elevated service level quality across diverse sites and skill sets through strategic planning and implementation.
• Evaluated and refined call allocations by meticulously analyzing results and aligning them with forecasted projections, ensuring optimal resource utilization.

Montreal