Sherwin Liddell
Senior Manager, Workforce Management @Aviso Wealth
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WORK HISTORY
Senior Manager, Workforce Management @Aviso Wealth
Spearhead the development and continuous improvement of employee-centric workforce management practices, direct all workforce management activities/tasks within contact centres, and lead departmental reporting and analysis while serving as part of our customer service experience senior leadership team. Identify and implement new and creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting, and analysis.• Strategically influence, negotiate, and collaborate with internal/external partners in various lines of business such as CX, Operations, HR, Marketing, IT, and Product Development.• Develop and continuously improve people (coaching, improving training, communications, engagement), processes, and technology including the automation of processes.• Proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner while working collaboratively to drive positive results.• Manage the direction, training, guidance, performance, coaching, and motivation of assigned team; assist in overcoming obstacles, removal of roadblocks, and delivering support to team members.• Contribute to shaping/implementing vision through various projects and initiatives; develop and implement new approaches to forecasting, scheduling, capacity planning, and real-time operations.• Partner with other departments to ensure the contact centre receives the appropriate information to effectively handle customer calls, chats, and emails.
EDUCATION
Centennial College
Business Management Diploma, Business Administration, Management and Operations
SKILLS
ABOUT SHERWIN LIDDELL
Highly analytical and transformational leader with expertise in spearheading areas including workforce, capacity and resource planning, forecasting, risk and performance management, planning, and budget management across multiple business lines. Ability to partner in leading the development of monthly and quarterly fraud updates, provide up-to-date reporting to senior management, and collaborate with strategy leads/stakeholders to develop accurate forecasts that take into account business growth, emerging risks, and evolving business and fraud controls. Out-of-box thinker adept in developing and improving business processes, performance measurements, KPI reporting, and enhanced integrated planning processes, while driving the development of analytical tools and mitigating risk. • Workforce Capacity Planning • Contact Centre Operations• Policy & KPI Development• Long/Short-Range Planning• Risk Management• Department Optimization• Team Building/Management• Budget Management• Performance Analysis/Mgmt.• Forecasting & Staffing• Strategic Planning• Reporting & Presentations
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