Thomas Kim Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

- Managed capacity of annual opex of 75 Million / 1500 FTE Cost centres (Internal and BPO) while achieving high standards in ticket service level and turnaround time.- Implemented a new WFM System (Playvox) and led the implementation process. Resulted in operational transparency to capacity, driving up productivity by 2x+ and generating annual operational savings of 10 million dollars.- Led and implemented core WFM processes, including real-time adherence, scheduling, and capacity planning.- Coached and developed operational leaders with limited exposure to contact center KPIs, resulting in increased knowledge base in managing contact center capacity.- Coached and developed junior WFM professionals, enabling them to become experienced schedulers and real-time analysts.

Mississauga, Ontario, Canada

- Responsible for long-term demand and supply forecasting for 400+ branch network and 200+ FTE contact centre.- Manage an annual budget of 1600+ frontline paid FTE. Implement effective attrition forecasting methodologies and create scalable hiring processes.- Product owner for contact centre applications such as Genesys. Lead and implement CaaS features in an omni-channel environment.- Manage a team of 6+ business analysts that provides contact centre business intelligence and operational/management reports.- Lead a team of 5+ QA analysts to provide call quality monitoring and scorecards to ensure compliance.- Manage a team of 10+ centralized administrators that handle contact centre administration tasks related to e-signs and documentation processing. Deployed automation tools to drive improved performance resulting in improved SLA and operational expenses.- Lead a team of 20+ customer service agents that handle inbound service calls, emails, and chats of goeasy clients. Implemented new scorecards and call routing optimization tactics to improve SLA and operational expenses.- Build robust relationships with operational leaders and enterprise support resources. Lead all hands-on-deck meetings to update stakeholders on changes in demand and capacity trends.

Toronto, Ontario, Canada

• Responsible for long term demand and supply forecasting for 65+ lines of businesses in multiple regions, channels and services.• Ensure each line of business achieve service level, abandoned rate and ASA targets through proactive recommendations that increase answering capacity and reduce transactional demand • Be a financial steward by managing an annual budget of 9000+ frontline paid FTE. Implement effective attrition forecasting methodologies and create scalable hiring processes• Build robust relationships with operational leaders and enterprise support resources. Lead frequent cadence meetings to update stakeholders on changes in demand and capacity trends. • Attract, hire, and develop high performing individual contributors and people managers. Lead a team of 40+ FTEs in long term forecasting, short term forecasting and intake assessments.

Toronto, Canada Area

• Integrate WFM teams, processes and technology for phone channel and non-phone channel operations. These integrations resulted in operations receiving intraday management, scheduling, forecasting, capacity planning and reporting support • Analyze, recommend and implement capacity improving initiatives for supported businesses (total of 700 FTEs) that improved service levels, abandoned rates, occupancy rates, unproductive offline time, operating expenses • Build relationships with senior leadership that do not have mature workforce management practices in their operations. Deep dived into these operations and offered WFM integration services that improve answering capacity and operating expenses • Lead the creation of an optimal WFM team structure that properly supports 4000 FTES in CIBC contact centres • Manage an outbound list management team that maximizes right party connects and optimizes the capacity of 200 FTEs • Attract, hire and develop individual contributors and managers

Toronto, Canada Area

-Manage a national workforce team that supports all contact centres and some back offices in Canada (approximately 1000 FTEs and $50 million dollar in operational expenses). The team is responsible for intraday management, scheduling, call volume forecasting, capacity modelling, call routing, reporting and data analytics- Set national direction for front office and back office capacity management practices: Large and small batch hiring strategies, skillset management and standardization of answering groups. - Responsible for planning, developing, and executing contact centre call management strategies that leads to improved service levels, customer experience, and operating expenses - Manage a team of business analysts that provides business intelligence, operational reports, net promoter scores, and text analytics - Incept, analyze and implement technological upgrades in the contact centres. These upgrades led to improvements in customer experience and operating efficiency - Lead telephony projects such as Avaya Elite Contact Centre Upgrade, Computer Telephony Integration, and Self-Serve IVRs- Attract, retain and develop high performing direct/indirect reports

Vancouver And Toronto

- Managed two workforce teams in the British Columbia, Alberta and Ontario. The teams were responsible for intraday management, scheduling, call volume forecasting, capacity modelling, call routing, reporting and data analytics- Managed a team of business analysts that produced sales reports and created an operational model to effectively manage agent performance. These reports assisted the call centers improving its operational metrics in sales, efficiency, profitability and customer experience- Successfully integrated three contact centre operations. These integrations improved overall contact centre capacity, productivity and operating expenses. - Led process- reengineering initiatives that removed low value customer touch points and highly administrative internal processes.

700 University Avenue

- Managed a team of analysts in Ontario that were responsible for intraday management, scheduling, call volume forecasting, capacity modelling, call routing, reporting and data analytics- Created multiple budget scenarios to assist the Vice President of Sales manage an operating cost of $20 Mill- Supervised the creation of optimal schedules for 300 agents - Conducted efficiency variance analysis and provided management with recommendations to correct these variances- Supervised the production of daily, weekly and monthly performance reports for all levels of management - Worked in cross functional teams to implement new efficiency initiatives that improved operating expenses and service levels

700 University Ave.

-Led a small team of analysts to create the first sales central database for belairdirect Ontario. This central database aggregates performance data for over 250 sales agents from multiple departmental databases (Workforce Management Department, Quality Assurance Department and Business Intelligence Department)-Created balanced scorecards that utilizes the central database to holistically showcase an agent's performance from a month to month basis. The scorecards allow Sales Managers and Sales Supervisors to effectively monitor their agents' performance -Conducted performance analysis using the database that provided new insights on new ways to evaluate sale agents (Hours Per Sale and Inbound Calls Per Hour)Other Special Projects- Competitive Pricing Analysis- Daily Efficiency Tracking System- Condensed General Page Notes Project

Canada

Toronto

-Analyzed business processes affected by the glitches in POS system then recommended more streamlined sales processes to senior managers in the sales and IT department-Designed and conducted over 100 test case scenarios to ensure software upgrades are strongly compatible with the POS system-Created training manuals and trained sales agents to proficiently utilize the software upgrades and workaround solutions -These recommendations and training sessions lead to 10% increase in operational efficiency and significant operational savings-Lead the implementation of a postal code search program into the sales agents working station that resulted in a 5% decrease in call handling and call waiting times

Toronto

-Achieved high client satisfaction levels by resolving escalated issues and solving complex client requests -Conducted market research to educate sales agents’ about the benefits and pricing structure offered by TIC’s competitors -Advised supervisors on non-monetary incentives that could improve sales and productivity level in the sales centre-Placed top 2 in the sales centre by selling over 2,000 insurance policies and generating over $600,000 in sales per year -Exceeded quality scores of 90% per year and maintained a claims loss ratio well below the industry standard of 45%

Toronto

-Researched and summarized psychological journals related to performance ratings, job burnout and job satisfaction -Organized and facilitated multiple experiments related to how people rate task, citizenship and counterproductive performance-Collected and analyzed data obtained from the lab experiments and debriefed participants about the experiments

Cma Cpa, Accounting

Master Of Business Administration - Mba, Finance And Operations

Hon. B.Sc, Biology And Psychology