Anita Jaglall
@anitajaglall1
Data-driven Operations and Workforce Management leader improving customer experience across multi-site teams.
CanadaWhat I'm looking for
I’m a customer engagement & operations leader with 10+ years of experience optimizing customer care operations and strengthening service delivery across large, multi-site environments. I’m known for elevating customer experience, improving operational efficiency, and leading teams through change.
In my most recent roles, I’ve coached analysts and specialists, delivered KPI dashboards and performance insights to leadership, and translated data into actionable recommendations. As an Operations Manager, I designed standardized workflows and SOPs that improved operational efficiency by 50%, and I served as the primary escalation point for staffing gaps, scheduling conflicts, and system issues.
Across customer service and workforce management roles, I’ve managed scheduling and staffing coverage in high-volume environments, protected service levels through real-time and intraday monitoring, and developed onboarding programs that reduced new-hire ramp-up time by 30%. I partner cross-functionally with Operations, HR, Training, IT, and other stakeholders to continuously improve processes, strengthen quality, and deliver consistent support for business owners across North America.
Experience
Work history, roles, and key accomplishments
WFM Supervisor
Concentrix
May 2025 - Nov 2025 (6 months)
Coached and developed analysts and specialists, strengthening team capability and performance. Built KPI dashboards and performance insights for leadership, and coordinated task prioritization across virtual teams to maintain service continuity.
Operations Manager
Vgw
Aug 2022 - Sep 2024 (2 years 1 month)
Led customer service delivery across multiple channels, supporting onboarding, training, and performance management for new hires and internal teams. Designed standardized workflows and SOPs, improving operational efficiency by 50%, and served as primary escalation point for staffing gaps and system issues.
Customer Service Manager
Festo Canada
Dec 2015 - Aug 2022 (6 years 8 months)
Managed customer service operations and scheduling in a high-volume, unionized environment, ensuring service quality and operational coverage. Produced KPI reports, led coaching and training programs, and reduced new hire ramp-up time by 30% through improved onboarding programs and documentation.
Senior WFM Analyst
Festo Canada
Mar 2013 - Dec 2015 (2 years 9 months)
Analyzed real-time and intraday performance to support staffing decisions and protect service levels. Delivered forecasting and capacity planning analysis, and developed WFM methodologies and documentation adopted across multiple teams.
Senior WFM Analyst
Grand & Toy
Mar 2011 - Mar 2013 (2 years)
Managed scheduling, staffing, and KPI reporting to support SLA operational performance and reduce staffing gaps. Provided data-driven insights to optimize resource allocation and recommend operational adjustments with operations leadership.
WFM Supervisor
Whirlpool Canada
Aug 2004 - May 2011 (6 years 9 months)
Supervised RTA analysts for a large customer service operation, ensuring service level protection through real-time monitoring and staffing adjustments. Trained and mentored analysts to improve reporting accuracy and partnered with operations to enhance workflow efficiency.
Education
Degrees, certifications, and relevant coursework
Sheridan College
Business Administration
Studied Business Administration at Sheridan College.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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