Lisa Mcnally Email & Phone Number

• Perform Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions.
• Monitor service levels via the telephony call routing system (Elements Contact Cloud) while adhering to the collective agreement(s), fill vacancies and schedules and approves overtime to ensure there are no gaps in.
• Identify issues, develop, coordinate and implement mitigation strategies to re-balance resources to meet organizational service levels for both the Customer Contact Centre and the Customer Service Centres.
• Compile, enter data, and interpret departmental statistical data. Extracts data from Elements Contact Cloud and Teleopti Work Force Management to produce ad hoc reports or other required output documents.
• Administer and approve shift trades, vacation requests and other leaves of absence for agents and customer service representatives.
• Effectively deploys people resources for optimal coverage in each of the Customer Service Centres.

Responsible for providing short range forecast projections for volume and staffing. Works closely with the Scheduling and Real Time teams to determine trends and make recommendations. Works closely with the Long Range Forecast team for strategic planning. The analyst provides a comprehensive weekly intra-day plan to the customer service organization..

Planned and developed schedules to populate a 5-week period while ensuring resource utilization is optimized Created & maintained scheduling profiles in Aspect (includes New hire & attrition processing) Managed vacation & holiday allotments Created staffing models (ad hoc) for testing of resource optimization Mentored/trained peers including 1 month trip.

Monitored real time contact centre performance for five Technical Support centersMade real time and proactive adjustments for schedule optimizationIdentified and reported call drivers/service level related trendingCommunicated directive actions to the operational team managersProvided daily service level reports and analysis

Senior Analyst on Resource Management Planning teamPromoted new business sales/opportunities to the ClientLarge scale capacity planning for 11 domestic and global contact centersCreated large scale databases and spreadsheets to assist in meeting client headcount objectivesWorked closely with Human Resources & Training – scheduling training classes.

Dartmouth, NS

Capacity/headcount ReportingIntermediary in client facing services to streamline reporting and capacity planning goals between internal teams and the ClientLead technical expert on headcount and internal Operations reporting for the Client

Dartmouth, NS

Monitored all contact traffic, available facilities, staff productivity and analyzed call trendsMonitored Average Handle Time and After Call Work for various projectsSkilled and de-skilled agents as needed to cover regular call volume and overtime volumeTechnical trouble shooting and escalation of large scale system issues to appropriate Tier I and Tier II.

Dartmouth, NS

Schedule adjustments for 5000-10000 contact center associates utilizing IEX scheduling softwareAnalyzed Overtime requirements to meet client objectivesRan historical and real time schedule adherence reports on a daily basis

Dartmouth, NS

Analyzed customer information and approved monthly and prepaid wireless line eligibilityActivated wireless phones using a GUI softwareUpdated and maintained databases for dealer codes, dealership phone numbers, and promotion codesGreeted customers in a courteous, friendly, and professional manner while maintaining contractually required average handle time.

Bachelor Of Arts (B.A.), Sociology And Anthropology

High School Diploma, With Honors