Manager Customer Service

Jonathan Stark

** **** ***** **** ******** ON, L*A0K3

Email: ***.*****@****.*** ■ Ph: 416-***-****

LinkedIn: https://www.linkedin.com/in/jon-stark-b4387646/

Professional Summary

Dynamic, experienced, and resourceful Workforce Manager, with over 15 years of call center leadership experience. Proven track record of finding and applying practical and effective solutions for complex global environments and driving results and performance through optimization of process and building strong teams. Trusted business partner that is able to build and maintain strong business partnerships to align with key business initiatives.

Skills

Business Solutions • Workforce Management Leadership • Service Excellence Coordination • Strategic Business Partnerships • Analysis & Reporting • WFM Program Management • Vendor/Client Relationships • Vendor Management • Key Performance Indicators (KPIs) • Call Center Methodologies • Strategy & Execution Stakeholder Communication • Business Process Improvement • WFM Best Practices

Work Experience

Workforce Management, Senior Supervisor

Concentrix Corporation January 2019 – March 2020

Responsible for creating and managing a WFM team that included 5 Real Time Coordinators and 1 Scheduler to coordinate activities regarding staffing, costs, and WFM best practices.

Monitor and manage intraday staffing in contact utilizing; average speed of answer (ASA), occupancy, customer service level (CSL), average handle time (AHT), adherence, staffing, and customer satisfaction and compliance to forecast agreements.

Make real time adjustments to staffing forecasts in WFM tool, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirement.

Communicate effectively with the Client & Team on issues relating to WFM including escalation management

Collaborated with the planning team on all applicable Capacity Planning, Scheduling, Intra-day & Reporting requirements for the Client, including Back Office (if applicable)

Workforce Management, Operations Coordinator Scheduling

407 ETR July 2017 – August 2018

Perform intraday function managing service level for multi-queue environment including input of daily schedule changes, absences, offline activities while managing all telephony requests relating to the call center and other areas of the business

Support project and initiatives delivered to enhance departmental objectives

Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed.

Prepare and analyze reports such as logs, weekly, monthly, quarterly reports.

Review department metrics to ensure all lines of business job standard objectives and KPI’s are achieved.

Schedule all offline activities to increase occupancy rate.

Workforce Management, Intraday Analyst

Aspire Lifestyles April 2006 – July 2017

Manage intraday staffing levels

Monitor real-time adherence alerts and communicate real time with all managers and team

leaders regarding any issues on the floor

Monitor real-time ACD agent work state reports and proactively respond to spikes in call volume,

by optimizing breaks and lunches

Approve discretionary activities to increase occupancy

Increase staffing levels or modify call routing to increase service levels

Respond to questions related to SLA performance with suitable reports and analysis

Education and Training:

Business Marketing Diploma Sheridan College 2002

WSIB / Joint Health & Safety Committee - Part One and Two Certification- 2013

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