Leading and Managing the Data Insights & Analytics, and System Administration teams for Shopify's WFM department is a multi-disciplinary role that requires a versatile and dynamic skill set to coordinate and communicate across stakeholder groups including Infrastructure, Security & Trust, Data Science, Engineering, WFP, Customer Support, and more. Key Success Indicators during my time in this role: - Replatformed the WFM Department from Calabrio to NICE WFM - Implemented new Cloud Data and Reporting practices and governance-Scaled our data infrastructure and capabilities within the WFM space to provide impactful insights to business leaders. -WFP SME for Data, Reporting, and Tooling.-Onboarded multiple BPO partners. -Adopted new WFP practices to account for AI impacts, capabilities and business objectives.-Leveraging Artificial Intelligence, custom build Applications, homegrown solutions, and bespoke reporting needs to meet an ever-evolving and changing demand for information and insights.

Leading a team of high performing WFP Analysts in the areas of long range forecasting (3mos-5yrs), Capacity Planning, Investment/Budget planning and reconciliations. I was responsible for high impact projects and initiatives in the WFP space including career pathing, strategic alignments, mentoring, and development. I created and implemented brand new frameworks for the Forecasting team.

Creation and Reconciliation of annual operational budgets focused on labour and operating expenses for Staples hourly staff and Outsource Business Partners. Creation and maintenance of ongoing forecasts for multiple groups and locations at various levels of detail from annual down to daily. Communications to Senior and Executive level leaders for various performance areas including performance to budget, forecasted performance, and operational risks and risk management.Creation of strategic contact center plans and tactical analysis to Executive Level Leadership regarding service level expectations, performance risks, and risk mitigation solutions. Provide subject matter expertise for projects and business process engineering, including functional impact analysis, expense/revenue impacts and risks, and efficiency reviews. Provide leadership, coaching, and mentoring to other analysts and employees within the organization, as well as assist with development plans for individuals desiring to move into the Analyst role. Champion and lead project initiatives, business analysis, and process improvement opportunities in areas of software development, process engineering, business reporting, and technology deployments.Advanced MS Excel skills to complete forecasting, trending, data analysis, and system querying

Responsible for daily & interval level forecasts for contact volume and handle time across multiple contact methods (voice, chat, email) and specialized groups. Responsible for management of forecasts for 18 lines of business, involving contact centers in 3+ countries around the world. Delivered strategic & tactical forecasts to Corporate Leadership Teams with regards to capacity planning, peak season planning, holiday planning, etc. Provided Point of Contact Lead and Communications Management for WFM related business performance results, postmortem reporting, actionable analysis, and strategic action plans to drive results and performance in the contact center networks.

Developed self-service business intelligence reporting through Microsoft SQL, Microstrategy Online Reporting platform, Toad Data Point, and other various database engines. Provided reporting and data for use at the front line through senior leadership levels, tailored to deliver direct, actionable information appropriate to the recipient’s needs. Assist with business analytics to document requirements, create technical requirements, document processes, and creation of training materials. Responded to frequent ad hoc requests and inquiries to complete troubleshooting, data extraction and analysis, and report maintenance. Communicated complex, technical topics in easy to understand language and to non-technical audiences to ensure consistency of message and information across various levels of expertise. Leading, training, and coaching of junior team members, including onboarding newly hired persons, policy education, and system training. Participated in interviewing and candidate selection to fill technical role vacancies requiring specialized knowledge and experience. Provided governance for data and project plans, team member assignments, work alignments among analysts, and provided regular updates to group managers and business stakeholders.

Responsible for all long term (1-18 month) staffing projections for 2 business divisions, and 8-10 Contact Centers across North America totallying over 700 FTE. Required to track, trend, analyze, and predict inputs such as Shrinkage, Attrition, Hiring Targets, Graduation Rates, Average Handle Times, Labor Costs, Seasonal Staffing Variances, etc. Also required to provide Subject Matter Expertise for staffing impact on projects in order to ensure availability to deliver service level throughout the year. Also responsible for providing business impact analysis in order to improve efficiencies and reduce expenses year over year.

Required to complete daily schedules of 200-500 associates across multiple locations in North America to ensure Service Level integrity across multiple business channels for Staples Business Delivery.

A one-year internship in Managment to develop mentoring, coaching, and leadership skills with a small team of associates (5-10 individuals). Required to complete business training in Leasdership, Human Resources, Hiring and Recruitment, and Staff Management.