Simon Asselin Email & Phone Number

Montreal, QC, CA

Montreal, Quebec, Canada

• Accountable for Canada’s Operations and KPIs, overseeing all site’s departments and facilities, from employee relations to hardware management, and including customer pricing decisions, RFPs and margin reviews with.
• Streamlined Operations integration of IT, Finance, HR, Legal HR, into their respective organizations.
• Transition of Live Captioning to ‘Work from Home’. Managed the HR, IT & Technical Support components and helped articulate all the requirements needed in each of these departments. Created capacity plan for headcount.
• ADP Payroll platform transition for all Canada employees, supporting French and English transition from an administrator perspective.
• Expand global scope by managing Operations for Offshore caption delivery.

Montreal, Quebec, Canada

Acting Director for Canada Post-Production Captioning, HR, Payroll, Administration, Finance, IT & Realtime Technical Support, while keeping an active role in Sales for post-production throughout our Post-Merger Integration phase. Tasks included creation of new process flow or updates in post-productions, communications across departments, interaction with.

Montreal, Quebec, Canada

Managing various specialized operations teams for our Montreal & Toronto contact centers, leading Team Managers and their direct reports, driving engagement and supporting growth initiatives.Continuously review workload across all teams and efficiently move resources between teams to balance shortage vs influx of workload, and limit the need for increased.

Montreal, Quebec, Canada

Supervising the scheduling Team Lead and establishing WFM processes to ensure efficiency and effectiveness of coverage across internal CapitalOne functions.- Lead interaction between Forecaster, Scheduling & Department Managers for capacity planning review- Ongoing development of levers to meet service level goals (skilling changes, small queue transfers.

Montreal, Canada Area

Managing day to day Operations for our Montreal call center, leading a team of 6 Customer Service Managers and 100 Front Line agents, driving engagement, supporting growth initiatives and providing Top of Class customer experience.- Providing ongoing guidance and mentoring of Frontline Managers on department specific tasks (metrics, procedure updates.

Montreal, Canada Area

Leading a team of schedulers across 2 sites, to coordinate Capacity Planning, Staffing and Scheduling of Operations for Canada and Offshore Call Centers.- Meeting all Service Level Agreements such as calls answered, abandon rate, offshore servicing, occupancy, schedule adherence and IVR mitigation rates. - Capacity plan review and Annual Budget creation.

Capacity Planning, Staffing and Scheduling of Credit Operations Call Centers in Canada, and OffshoreIVR, Telecom & Routing strategy for seamless callflow

B.A., Communications, Human Relations

High School Diploma, Family And Consumer Sciences/Human Sciences Business Services