Michael Kane Email & Phone Number

Moncton, New Brunswick, Canada

 Extract & evaluate data from warehouse using query, visualization & analytics tools. Research, design & develop enterprise-wide data analysis & self-serve reporting options. Evaluate & maintain effectiveness of implemented & forthcoming solutions. Develop methods to validate & improve data integrity in applications & incentive programs. Team up with end-users to help optimize & better understand business needs. Master data landscape in data warehouse & its relation to business applications.

Moncton

 Research historical data, formulate trends to determine influence on business.  Recognize, follow & analyze trends in different markets.  Prepare & present reports detailing financial impacts & outlooks.  Help direct business partners with strategic staffing & capacity decisions.  Critically assess workload with focus for measuring accuracy & making improvements.  Provide leadership to site operations & workforce.

Riverview, Nb

Track & trend contact center data for long & short term planning. Develop forecasts for long (12-15 months) & short term (1-4 months) capacity.Plan for special impact of response to advertising, promotions, acquisitions, etc.Prepare & analyze employee schedules in order to meet service requirements.Measure success rate of initial forecasted plan to actual.Manage reports that present staffing & financial results.Develop inputs to the budget planning process.

Riverview

Reconcile paid & scheduled staffing hours.Analyze time & attendance process, providing recommendations for continued improvements.Monitor call routing & flow in real time.Make recommendations & routing changes based on observations & goals.Analyze schedule efficiency measurements & indicators such as service level or occupancy.Develop interim daily forecasts at planned intervals, based on actual trends.