Rob Wright Email and Phone Number
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Rob Wright personal email
I pride myself in being a student of the arts and science that make up the magic of workforce management. Sharing my passion on the importance of curiosity, ingenuity and clever mindfulness drives individuals to reimagine what can be accomplished.I’m always looking to be challenged and to challenge others, pushing workforce management teams to continually look outside of the obvious or simple solution and not just make the easy decision is what motivates me as a Leader.Over the past couple of years I have contributed to initiatives that support a greater diversification of channels in which customers connect. More recently that focus has been surrounding the potential benefits and risks to having a mobile workforce and strategizing these impacts short and long term.My areas of expertise include:Workforce management, contact center, leadership, strategic planning, forecasting, business process improvement, data analytics, staffing, scheduling, budget preparation, team building, hiring, operations management, outsourcing, capacity planning
Gore Mutual Insurance
View- Website:
- goremutual.ca
- Employees:
- 390
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Manager - Workforce OptimizationGore Mutual Insurance Jun 2021 - PresentCambridge, Ontario, Canada
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Director Strategic Planning And TechnologyManulife May 2019 - Oct 2020Kitchener, Ontario, Canada•Owned the budgetary responsibilities of contact center Business Units and Support teams.•Participated in Global alignment strategies designed to utilize similar or same platforms within the different regions with CDN Division being the forefront of this initiative•Managed the monthly Business Unit reviews for each of the respective divisions, focusing on Service target achievements and consistency to planned results financially and overall.•Spearheaded the Transformational teams and projects with regards to the introduction of customer channels and played a key role in introducing Chat and Call Back Assist {immediate and scheduled}.•Provided ongoing Cost Fit analysis focusing on top opportunities such as Self Service through the IVR or banner messaging to our customers on wait times.•Delegated operational management to the WFM, Forecasting and capacity planning leaders. -
Manager Contact Center Workforce ManagementManulife Nov 2015 - May 2019Waterloo, Ontario•Prepared and presented Daily and Weekly performance reporting to Stakeholders •Worked with scheduling team on staffing requirements and challenges posed by variances in predicted assumptions such as AHT, Shrink over the 1000+ CSP’s managed in Verint•Updated WFM Director on forecasted results for the upcoming 30/60/90 days and mitigation strategies in place where needed.•Continually developed and introduced opportunities within our staffing software that would allow for the automation of more tasks being completed manually.•Developed and coached a team of 19 WFM analysts through lunch and learns and weekly presentations. Provided this same opportunity on a monthly basis with our Stakeholder partners•Reviewed weekly forecast results with 7 internal Business Unit Leadership teams focusing on strategies required to mitigate each unique challenge that may be faced short or long term.
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Canadian Operations ManagerThe Bradford Group Jun 2013 - Nov 2015London, Ontario•Oversaw the day to day operations of 300+ employee’s located in 3 international sites providing sales and customer service to a million plus customers annually via Phone, Chat and Email•Responsible for preparing and implementing staffing and volume forecasts in a heavily ramped up busy season while managing costs to budget.•Present regular business reviews to the director and executive leadership team on cost savings and revenue growth opportunities through process improvements and employee utilization.•Develop and implement IT supported goals to increase efficiencies at the customer and agent level, reducing labor costs where technology makes it possible. •Ownership of responsibility for all operational related KPI metrics such as abandonment rates, volume % to forecast, occupancy and idle times. -
Senior Manager Global Workforce ManagementTeletech Nov 2009 - Jul 2012Manila, Phililppines - London, Canada•Developed resource models using strategic hiring and training to optimize service against cost.•Created, deployed and communicated appropriate reporting in order to share critical operating data in a timely manner detailing variances in workload / resource availability long and short term.•Prepared client P/L budgets focused on staffing, revenue targets and metric bonus achievements.•Shared best business process practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling and Real time operations. •Ultimate vendor management accountability on performance management and customer experience.•Continually drove change through process improvement measured by critical business analysis. -
Global Workforce ManagerTeletech Mar 2000 - Nov 2009London, Ontario, Canada•Managed 14 Supervisors supporting global clients with an associate population exceeding 5000 CSP’s located over numerous continents.•Moderated daily/weekly calls with executive leadership teams on strategic planning, staffing and workforce requirements to provide optimum customer support while maximizing cost efficiencies.•Implemented formal developmental programs within the WF team to prepare for expanded roles and responsibilities, vertical career growth and individual success.•Lead continuous process improvement initiatives based on data analysis focusing on certain KPI’s.
Rob Wright Skills
Rob Wright Education Details
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Canadian Institute Of BusinessMicrosoft Office Specialist - Pre Certification -
Vista Unified District High SchoolAcademics
Frequently Asked Questions about Rob Wright
What company does Rob Wright work for?
Rob Wright works for Gore Mutual Insurance
What is Rob Wright's role at the current company?
Rob Wright's current role is Achieving customer success through strategic planning, data analytics and process improvement..
What is Rob Wright's email address?
Rob Wright's email address is ro****@****ife.com
What schools did Rob Wright attend?
Rob Wright attended Canadian Institute Of Business, Vista Unified District High School.
What skills is Rob Wright known for?
Rob Wright has skills like Leadership, Customer Experience, Bpo, Client Relations, Workforce Performance, Staffing Plans, Office 365, Operating Budgets, Data Analysis, Forecasting, Customer Satisfaction, Spreadsheets.
Who are Rob Wright's colleagues?
Rob Wright's colleagues are Logan Lee, Christine Denyer, Ken Huang, Sarah Weinert, Grace Gilvesy, Lori Bader, Odelia Chen-Xu.
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Rob Wright
Associate Deputy Minister Of Crown-Indigenous Relations | Relations Couronne-AutochtonesOttawa, On
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