Jeannette Davey
Workforce Manager, Insights & Analytics @TD
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WORK HISTORY
Workforce Manager, Insights & Analytics @TD
Toronto, ON, CA
As the manager of the Insights & Analytics team, Scheduling COE as part of WFM the responsibility for overseeing team of Insight Analysts focusing on pillar-wide insights on staffing. In partnership with the WFM Centers of Excellence as well as Business leaders across NACC, this mandate focuses on identifying trends, processes and opportunities to support our colleagues and WFM deliverables in support of business KPI\'s. Positioning our business for success today but also looking forward at the capabilities required to be successful in the future. In this role the manager works with the individuals that will be responsible to collect data and information to be developed into analytical interpretation and key action items multi-functional business partners across the organization. The Insights & Analytics team will produce a set of insights and action items that will inform business decisions pillar-wide and help mitigate staffing gaps. In this role the Manager, Insights & Analytics will be responsible to oversee the analysts to:• Apply understanding of respective business strategies to produce relevant data analysis to support business goals and objectives• Develop analysis to illustrate business trends and identify areas of business opportunities• Produce insights and recommend business actions to support business strategy and/or address business problems• Work in partnership with various functions to provide day-to-day support and delivery of analytics• Provide top-tier specialized knowledge, advice and/or mentorship to various partners and team members• Act as a bridge to translate business requirements to analytics and reporting needs for a given domain
SKILLS
ABOUT JEANNETTE DAVEY
Over 20 years in Workforce Management and Call Center Operations, which includes involvement and/or lead in project management, initiatives, people management and employee engagement. I am bilingual fluent in both French and English. In the past I have been responsible for managing the service levels, scheduling, reporting and quality assurance. Within my scope of support I have managed multiple teams and spearheaded a multitude of project initiatives. My objective is to adhere to the overall business in the most efficient manner. My style of work also includes working alongside various teams to help meet business initiatives. I have also managed quality analysts – building processes to improve call center agent/customer experiences. This is only a small sample of the many different tasks and areas of responsibilities I have undertaken.In addition, I have the ability not only to grasp new procedures quickly, but to implement directional vision and to communicate effectively with all levels of operations. Most recently I lead the team with the call center site relocation, assisted on the migration team to move to various system upgrades coupled with the implementation of in-house application launches.Determined, driven and energetic I am up for the challenge.
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