Michelle Lambert Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Optimize staffing resources to achieve Service Level objectives. Interpret data, analyze results, and provide centre-level and agent-level performance reporting. Foster and grow a focus on data to improve operations, inform effective staffing decisions, and increase patient and referrer satisfaction.• Completed staff forecasting to complete short, mid, and long-term headcount requirements, required hiring and training cycles, workstation, equipment, and telephony/IT requirements. • Generated on a manual basis all staff schedules for 70+ agents and management team, in a multi-skilled environment. Detailed tracking maintained within Excel (WFM platform not available). • Created and implemented a vacation planning/approval process.• Created and implemented customized dashboards/scorecards for executive and leadership stakeholders & front-line agents. Generated ad-hoc reports/analytics as required. o Increasing transparency, accountability, and improving efficiencies. • Created comprehensive process documentation for new leadership team members on WFM and performance metrics.

Calgary, Alberta, Canada

Monitored and maintained schedules for global call centers. Reviewed daily metrics to improve agent performance. Analyzed data patterns to project weekly forecast. - Collaborated with stakeholders to understand regional requirements; created schedules to facilitate demand patterns- Analyzed weekly data to fortify gaps by offering additional hours to - Produced monthly invoicing for contractors in our Guatemala offices. Maintained accurate documentation for tracking

Calgary, Canada Area

Produced forecasts for a national call centre handling 30K+ calls per month; analyzed and reviewed to better determine future growth and trending. Managed headcount adjustments for new hires, transfers, and attrition to provide accurate staff levels.- Worked with Marketing to determine new campaign impacts to current and future call centre forecasts.- Mitigated negative impacts to forecast and agents by collaborating with stakeholders to understand current call centre trends.- Proactively determined daily call centre queue challenges and implemented corrective action, maintaining target service levels.

Calgary, Canada Area

Generated schedules for 1000+ agents nationally, providing optimal coverage for call centre requirements. Ran analysis based on trending to create new agent schedule methodology. Maintained accurate agent information in scheduling database.- Leveraged exceptional knowledge of workforce management tools to produce schedules that supported demand curves and agent engagement.- Calculated staffing requirements for vendor partners by analyzing available headcount and shrinkage.- Collaborating with call centre stakeholders, implemented pilot project for new scheduling methodology.- Supported new departments by producing in-depth scenarios for staffing requirements and rotations using limited data due to minimal historical information available.- Challenged existing scheduling processes to deliver continual improvements, helping achieve demanding business KPIs and objectives.

Calgary, Canada Area

Maintained accurate agent schedules for multiple call centres. Accountable for entering off-phone activities within scheduling system as part of pre-scheduling setup. Aided agents and stakeholders with inquiries about schedules and office concerns.- Assisted with updates and maintenance for an internal system used to communicate agents’ information from stakeholders.- Reduced process workload and streamlined agent effort through effective changes to vacation and trade inquires.- Created comprehensive process documentation for new team members; supporting training.