Rob Wright Email & Phone Number

Cambridge, Ontario, Canada

Kitchener, 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.

Waterloo, 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.

London, 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.

Manila, 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.

London, 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.

Microsoft Office Specialist - Pre Certification

Activities and Societies: Student Representative Council President

Grade 12 High School Diploma, Academics