Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Languages
Timeline
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Erin Brunger

Selkirk,MB

Summary

Dynamic Workforce Management Lead at Manitoba Hydro with a proven track record in strategic planning and performance analysis. Expert in optimizing resources through advanced analytics and process improvement. Adept at coaching teams to enhance efficiency, achieving significant operational results while fostering collaborative decision-making and driving service excellence.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Workforce Management Lead

Manitoba Hydro
11.2022 - Current
  • Formulate and execute a comprehensive workforce management strategy for the Customer Care Division.
  • Lead a team tasked with predicting demand, scheduling resources, and monitoring performance.
  • Leverage Genesys technology to enhance contact handling and optimize operational results.
  • Track customer interaction volumes and agent performance, making timely adjustments to resource plans.
  • Work closely with Customer Care leadership to manage capacity impacts and meet service level targets.
  • Develop and report on key performance metrics to improve service delivery.
  • Conduct regular meetings with stakeholders to review workforce efficiency and utilization.
  • Stay informed about industry trends and workforce management best practices.
  • Designed innovative solutions that addressed both immediate needs and long-term growth objectives while maintaining compliance with industry regulations and standards.

Senior Decisions Support Analyst

Bell MTS
10.2021 - 10.2022
  • Provide analytical support for the Bell MTS Customer Operations Teams with a focus on Performance Management.
  • Identify and communicate trends, risks and opportunities regarding call, product/sales results, churn, sales representative performance and new business activities.
  • Focus on executive deep dives as well executive reporting in order to drive process improvements.
  • Build and maintain performance models and reports in Excel with a focus on automation. Communicate results and recommendations to executive upper management with accountabilities related to average busy time and net promoter score.
  • Assist with the incorporation of new metrics to Bell MTS which includes driving the integration into different reporting applications.
  • Supporting various strategic initiatives as operational prime. Current accountabilities include reporting and routing transformation for Bell MTS BECC call handling technology integration.

Manager, Real Time and Workforce Analytics

Bell MTS
07.2018 - 09.2021
  • Supported initiatives to meet budget and service level objectives using extensive knowledge of Customer Operations and analytics to build business cases and create tactical plans.
  • Coordinated and prioritized activities for Customer Operations departments, ensuring compliance with Unifor collective bargaining agreement, employment standards, legislation, and policies.
  • Communicated weekly with Directors and front-line leaders to report on scheduling activity, addressing challenges and suggestions.
  • Expert in call handling products and services including Configuration Manager, Perimeter, NICE IEX WFM, CC Pulse, CMS, QMonitor 2.0, LiveEngage, IVR Web Application, CAS Table Administrator, Virtual Hold, CTI (Genesys, Avaya, ICM), and IVR routing (MSP).
  • Identified inefficiencies and recommended process improvements, system changes, and report automation.
  • Represented team in cross-functional business projects, including work-from-home deployment during COVID and MSP IVR migration.

Education

Facility of Health Sciences - Workplace Mental Health Leadership

Queen's University
05-2019

Bachelor of Science - Statistics

University of Winnipeg
Winnipeg, MB
01-2015

BBA -

University of Winnipeg
Winnipeg, MB
01-2014

Skills

  • Coaching and mentoring
  • Effective team collaboration
  • Strategic planning and execution
  • Collaborative decision-making
  • Statistical modeling
  • Process optimization
  • Process improvement
  • Workforce planning
  • Performance analysis

Certification

  • Lean Level 1 Yellowbelth for Opreations Training - 05/2025
  • Prosci Change Management Practitioner Training - 05/2023

Affiliations

  • Member of the Society of Workforce Planning Professional.

Languages

English
Full Professional
French
Limited Working

Timeline

Workforce Management Lead

Manitoba Hydro
11.2022 - Current

Senior Decisions Support Analyst

Bell MTS
10.2021 - 10.2022

Manager, Real Time and Workforce Analytics

Bell MTS
07.2018 - 09.2021

Facility of Health Sciences - Workplace Mental Health Leadership

Queen's University

Bachelor of Science - Statistics

University of Winnipeg

BBA -

University of Winnipeg

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Erin Brunger