Sarah Sorlie Email & Phone Number

Toronto, Canada Area

- Schedule employees for training, accreditation, uniform pickup and games-time security shifts-Maintains day-to-day scheduling services for Workforce Security staff-Provide centralized scheduling support during games-time-Assess staffing needs on a daily basis and adjust schedules as needed-Create and maintain scheduling rosters for the workforce security staff-Troubleshoot potential scheduling problems for project staff-Create and update schedules in WISH scheduling program

-Create and generate detailed schedules based on forecasted staffing requirements-Plan and schedule coaching sessions, meetings, training and any special events based on business requirements-Execute and manage bidding process and vacation planner-Makes recommendations and routing changes based on observations-Update Workforce Management software (IEX) with agent and supervisor information-Analyze work volume variances to the forecast and adjust staffing levels accordingly

Oshawa

-Monitor agent adherence/compliance to schedules and report to TLs for investigation.-Conduct Real-Time Analysis of all metrics for multiple lines of business including, AHT, Occupancy, Service Level, Forecast variances, Staffing Deviations.-Make real time decisions to offer OT or VTO based on staffing levels in conjunction with other metrics.-POC for real-time IT issues.-Approve all real time activities such as coaching, team meetings, training.-Plan and schedule various training and coaching sessions based on future staffing numbers.-Maintain all departmental excel workbooks on a daily/monthly basis

-Monitored agents adherence and dealt with issues as necessary to ensure schedules were being adhered to-Investigated staffing deviations and entered exceptions real time-Responsible for monitoring statistics to ensure that agents were within acceptable levels