Matthew Nickel
Winnipeg,MB
Summary
Dynamic Senior Workforce Manager at SkipTheDishes HQ, adept at workforce planning and team collaboration. Spearheaded initiatives that enhanced operational efficiency and employee satisfaction. Proven track record in scheduling expertise, successfully managing 1500+ employees while fostering a culture of coaching and mentoring. Committed to driving continuous improvement and achieving business continuity.
Overview
10
10
years of professional experience
Work History
Senior Workforce Manager
SkipTheDishes HQ
10.2024 - Current
- Led and worked with Internal operations stakeholders to staff and schedule based on forecasted requirements
- Coordinate with Human Resources and Payroll related to system improvements with the goal of improving employee satisfaction
- Led discussions with BPO's related to our forecast requirements by channel and their actual staffing. Offering feedback and actionable items where improvements are expected
- Guide and manage team initiatives that will help enhance reporting and team efficiency
- Coordinate with operational teams on upcoming business initiatives with the focus on business continuity and risk reduction
Workforce Manager
SkipTheDishes HQ
09.2021 - 10.2024
- Overseeing Internal scheduling of 1500+ employees
- Managing the team members schedules of 15+ channels in both our Care Services and Logistics groups and focusing on staffing to requirement by internal and within budget
- Working with operations leaders and human resources to ensure on contingency planning in the case of risk to budget or coverage
- Assisted with organization restructuring
- Provided WFM feedback and support through new systems such as Workday
Team Lead - Workforce Management
SkipTheDishes HQ
09.2018 - 09.2021
- Focus on system and operational improvements within the team
- Built a Jira Servicedesk Portal to triage scheduling requests from the 1500+ advisors WFM was scheduling
- Worked on Dayforce Enhancements which enabled advisor self-serve scheduling
- Assisted with the planning and coordination to remote work at the start of the COVID-19 pandemic
Lead Workforce Analyst
SkipTheDishes HQ
01.2018 - 09.2018
- Helped start the Workforce Management department as the operational staffing requirements continued to grow and get complex
- Built processes and guidelines while centralizing all scheduling in operations. With employee engagement being a top priority
- Scheduled 600+ agents in both our Care and Logistics team based on the business needs.
Team Lead - Customer Service
SkipTheDishes HQ
03.2017 - 01.2018
- Supporting advisors during their daily tasks while nurturing their career development and goals
- De-escalating complaints from customer and restaurant partners
- Live monitoring customer service channels and allocating staff to meet KPI targets
- Organizing and leading operational special projects
- Building tools to help operational efficiencies
- Assisting with new advisor onboarding training
Logistics Dispatcher
SkipTheDishes HQ
06.2016 - 03.2017
- Assigning couriers to jobs
- Optimizing job distribution
- Supporting courier through Live Chat
Customer Service Advisor
SkipTheDishes HQ
11.2015 - 03.2017
- Support Restaurant Partners and Customers related to their order delivery
Sales Professional
SkipTheDishes HQ
09.2015 - 11.2015
- Responsible for contacting and negotiating with restaurant sales leads in joining the network
Education
Bachelor of Arts - Business Economics
University of Manitoba
WinnipegSkills
- Scheduling expertise
- Staff development
- Coaching and mentoring
- Team collaboration
- Compliance
- Multitasking Abilities
- Workforce planning
- Time management
- Operations management
- Cross-functional collaboration
- Problem-solving
- Conflict resolution
Languages
English
Interests
- Music
- Home Brewing
- Team Sports
- Cycling
- Adventure Travel
Timeline
Senior Workforce Manager
SkipTheDishes HQ
10.2024 - Current
Workforce Manager
SkipTheDishes HQ
09.2021 - 10.2024
Team Lead - Workforce Management
SkipTheDishes HQ
09.2018 - 09.2021
Lead Workforce Analyst
SkipTheDishes HQ
01.2018 - 09.2018
Team Lead - Customer Service
SkipTheDishes HQ
03.2017 - 01.2018
Logistics Dispatcher
SkipTheDishes HQ
06.2016 - 03.2017
Customer Service Advisor
SkipTheDishes HQ
11.2015 - 03.2017
Sales Professional
SkipTheDishes HQ
09.2015 - 11.2015
Bachelor of Arts - Business Economics
University of Manitoba
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