Harvey Cox

Workforce Metrics & Reporting @Marsh McLennan

CA

Oversee workforce capacity planning for several Marsh teams spanning Canada, U.S. and Mumbai Operations - Introduction of workforce management processes to new departments to gauge current and future resource requirements and staffing conditions- Chair workforce operations meetings with all teams reviewing actual volume, staff, and productivity trends to forecast, monitoring factors influencing results, and building action plans to ensure consistent service delivery for each department- Forecast yearly, monthly, weekly, daily, and interval level call volume and back office administration tasks with accuracy achieved within 0.5 to 2% range exceeding goal of 5%- Assist teams to measure performance and develop KPI metrics and build customized reporting dashboards tailored to team needs - Coach and train team and peers on workforce processes, and train staff on UAT processes when deploying projects - Extrapolate historical data contact centre / back office teams to establish workload volume patterns - Evaluate impacts of new technology and business processes to operations- Manage projects to implement efficiency and technical deployments including deployment of chat - bot, auto dial, and currently leading RPA, Customer Survey, and QA automation projects- Manage headcount tracking, and monitor / report production costs per team aligned to financial reporting- Use of Power BI to report forecast and KPI trends- Utilize AI to aid in project and operations risk assessments