Open to opportunities

Andrew McKain

@andrewmckain

I lead workforce operations that improve staffing, scheduling, service delivery, and productivity.

At ITEL CX, I lead workforce operations, overseeing staffing strategy, scheduling, real-time management, forecasting accuracy, capacity alignment, and continuous process improvement. I provide direction to Workforce Supervisors across scheduling, real-time analysis, and capacity planning functions.

I've built my career across ITEL CX, Advantage Communications Jamaica Limited, and Xerox E-Services Group International, progressing from customer service and real-time analysis into workforce leadership. I manage queues, KPIs, staffing complements, reporting, client communication, and operational teams using tools including IEX, CMS, Amazon Connect, Zendesk, MyHR+, Alvaria, and Microsoft Excel.

Experience

Work history, roles, and key accomplishments

Current

Workforce Manager

Current

ITEL CX

Feb 2022 - Present (4 years 6 months)

Responsible for strategic planning and performance of workforce operations, ensuring staffing levels, scheduling strategies, and real-time management processes support service delivery targets and client expectations.

Workforce Management Strategic Planning Staffing Scheduling Forecasting Capacity Planning Leadership

Workforce Supervisor

ITEL CX

Jan 2021 - Jan 2022 (1 year)

Supervised a team of Realtime Analysts and Workforce Analysts, ensuring deliverables are met, coaching and developing staff, and liaising with stakeholders for smooth operations.

Supervision Coaching Workforce Management Stakeholder Management Capacity Planning

Senior Workforce Analyst

ITEL CX

Nov 2018 - Jan 2021 (2 years 2 months)

Managed queue operations, ensured KPIs were met, communicated with management on productivity issues, and generated reports for clients.

Queue Management KPI Management Reporting Workforce Management

Real Time Analyst/ Scheduling Analyst

Advantage Communications Jamaica Limited

Mar 2016 - Mar 2018 (2 years)

Managed queue operations, ensured KPIs were met, communicated with management on productivity issues, generated reports, and ensured agents' activities were logged correctly.

Queue Management KPI Management Reporting Scheduling

Real Time Analyst

Advantage Communications Jamaica Limited

Jan 2016 - Mar 2016 (2 months)

Managed queue operations, ensured KPIs were met, communicated with management on productivity issues, generated reports, and ensured agents' activities were logged correctly.

Queue Management KPI Management Reporting

Senior Help Desk

Advantage Communications Jamaica Limited

May 2015 - Dec 2015 (7 months)

Worked with Workforce to meet staffing targets, provided floor assistance, worked on special projects, managed queues, and reported on queue trends.

Help Desk Staffing Queue Management Reporting Project Work

Customer Service Representative

Advantage Communications Jamaica Limited

Nov 2013 - Nov 2014 (1 year)

Provided customers with assistance in ordering prints and photo products, and provided technical support to customers/members where applicable.

Customer Service Technical Support Order Processing

Workforce Management Specialist

Xerox E-Services Group International

Feb 2008 - Apr 2013 (5 years 2 months)

Ensured KPIs were sent to clients hourly, provided administrative support, liaised with clients, scheduled breaks, reported on occupancy, made presentations, and managed CSR schedules.

Workforce Management KPI Reporting Scheduling Administrative Support Client Liaison Reporting Client Presentations