Prabhash Jha

Proactively manage planning, forecasting, scheduling, and reporting for multi-channel operations including 311, Inside Information, and the Service Centre. Oversee short-term and long-term workload modeling to optimize staffing and achieve service objectives. Monitor workload drivers, integrate staffing with business needs using NICE, Calabrio and CISCO software and manage time-off requests to maintain operational efficiency. Ensure compliance with CSU 52 collective agreements and Canadian Labour law, facilitate vacation planning, and provide real-time adjustments for events impacting service levels. Develop actionable insights through dashboard reporting to drive strategic goals, identify cost savings, and enhance productivity.

• Create and own forecasting model, identifying inefficiencies in demand planning processes, and designing innovative solutions that highlight key demand drivers for all customers and products.
• Analyze historical and projected data to predict future supply, demand, attrition, utilization values by identifying seasonal patterns, trends and behaviors.
• Analysis and communication of trends, including call volumes (historical and forecasted), call patterns, key performance indicators, staff productivity, attrition rates and resource allocation.
• Creates and maintains schedules for National Contact Centre operations.
• Generates reports to be used in budget and capacity planning within the contact center and forecasts scheduling, headcount and hiring needs.
• Plans and coordinates off-line activities and process requests for time off based requirements.
• Uses analvsis results to forecast and develop plans to support customer access strategy as well as meet business goals and objectives.
• Develops relations with other functional groups (Marketing, Training, Sales Management Team, Team leaders, Sales agents) to improve communications and forecasting accuracy.
• Identifies areas where efficiencies can be achieved to improve contact centre performance and decrease operational cost. Recognizes and recommends operational improvements to existing workflow.
• Provide thought leadership on tactical application of capacity and forecasting results, including employee schedules, metrics, routing, skilling and queue management.
• Provide mentoring and guidance to workforce management team members.

• Create and maintain staff standards for each location to create accurate staffing workloads, analyze historical trends and future projections to help guide staffing plans and forecasting.
• Help create and maintain monthly schedules for all call center agents. Schedule all staff training.
• Optimized schedules, forecasts and other tools to present to management.
• Help the supervisors choose the best times, schedule product knowledge tests and coaching, and create consistent meeting schedules for any departmental requests.
• Create the New Hire transition schedules. Create all last minute meeting requests, for example senior management visits, company changes debriefing, with as little as one hour turnaround.
• Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members (including supporting the supervisors/helpdesk).
• Manage the shift trade process for CAC(Care Access Center (call center)) staff members.
• Generate several statistical reports of call volume patterns and make accurate decisions on the placement of shifts based on these reports.
• Audit CAC Timesheets when needed. Conduct ongoing schedule analysis directed at improving scheduling efficiencies.
• On-call and available for staff’s scheduling problems 24/7 via cell phone if needed.
• Monitor Real-Time operation of call queues and service levels.

• Optimized schedules, forecasts and other tools to present to management.
• Manage contact volume, daily attendance and program break schedules, manage real time schedule amendments for Operations.
• Assist with creation of metrics and targets for services.
• Work closely with operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Intraday client and internal MIS reporting.
• Provided training on dashboard and package development to team members and management.
• Worked flexible hours; night, weekend, and holiday shifts.
• Prepared and maintained reports, dashboards and monthly packages.

• Monitoring queues & flagging schedule non adherence.
• Performed as central point of contact for all schedule's exceptions & time off requests.
• Created Excel dashboard based on extracted raw dump data and historical metrics resulting in overall optimization of data reports.
• Monitor Service levels & associated metrics.
• Preparation of daily / Weekly / Monthly reports.
• Resolve escalated issues and requests from site management.
• Root cause analysis of SLA deviations, action plan development and resolution.
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules.
• Cross-train with Scheduling Analyst.
• Optimize breaks day of or day before actual schedule.
• Schedule ADHOC intra-day training requests and update schedules.
• Cater to real time ADHOC requests as and when required.
• Attend centralized and/or site management meetings- as per requirement.