Open to opportunities

Anita Jaglall

@anitajaglall

Message

Compassionate and detail-oriented operations and workforce management professional

Canada

Message

What I'm looking for

Looking for a challenging role that utilizes my skills in operations and workforce management to drive process improvement and enhance service delivery.

I am a dedicated and results-driven operations and workforce management professional with a passion for helping teams succeed and enhancing service delivery. With a strong background in overseeing call center performance, I excel at developing processes that improve efficiency while creating a supportive work environment.

Throughout my career, I have demonstrated my ability to analyze performance metrics and implement thoughtful strategies to enhance productivity. I thrive in collaborative settings, working with cross-functional teams to align goals and ensure a positive workplace culture. My strong leadership skills and ability to build strong relationships with team members have allowed me to provide guidance and support to focus their growth.

I am a strategic thinker with a proven track record of driving process optimization strategies to enhance efficiency across teams. My expertise in workforce management, scheduling, and data analytics has enabled me to make a significant impact in my previous roles.

Experience

Work history, roles, and key accomplishments

Operations Manager

VGW

Aug 2022 - Oct 2023 (1 year 2 months)

Managed operational compliance and developed recruitment metrics to enhance workforce planning. Improved efficiency by 50% through process optimization and maintained data integrity for reporting. Led a team of communications specialists to ensure alignment with company goals.

Team Leadership Workforce Optimization Data Analytics Process Improvement Change Management

Customer Service Supervisor

FESTO CANADA

Dec 2015 - Sep 2022 (6 years 9 months)

Promoted a positive work environment and improved customer satisfaction by resolving escalated issues. Collaborated with departments to enhance service quality and implemented a mentorship program for new hires.

Team Leadership Process Improvement Change Management Data Analytics Strategy Development

Senior Workforce Planner

FESTO CANADA

Mar 2013 - Dec 2015 (2 years 9 months)

Optimized schedules and managed inbound call traffic to meet service level agreements. Provided real-time support to supervisors and established workforce management methodologies.

Workforce Management Data Analytics Team Leadership Process Improvement Change Management

Senior Workforce Analyst

GRAND & TOY

Mar 2011 - Apr 2013 (2 years 1 month)

Managed complex projects and improved forecast accuracy through advanced statistical modeling. Partnered with IT to implement software solutions that enhanced data accuracy and reduced staffing impacts.

Data Analytics Process Improvement Team Leadership Change Management

Supervisor, Workforce Management

WHIRLPOOL CANADA LP

Aug 2004 - May 2011 (6 years 9 months)

Led workforce management initiatives and increased team productivity through efficient workflows. Fostered a culture of continuous improvement and managed hiring and training of new team members.

Team Leadership Process Improvement Change Management Data Analytics Workforce Management