DHD'Barge Haughton
@dbargehaughton
Strategic Workforce Management professional with 9+ years of experience.
JamaicaWhat I'm looking for
I am a strategic and analytical Workforce Management professional with over 9 years of experience in contact center operations. My expertise lies in scheduling, real-time performance management, and implementing data-driven solutions that enhance efficiency and service level adherence. I have a proven track record of improving productivity and reducing costs through effective forecasting and automation.
At IntouchCx, I developed dynamic forecasting models that increased schedule accuracy by 18% and automated reporting dashboards, reducing manual work by 30%. My collaborative approach with HR and Operations has led to significant improvements in staffing efficiency and agent occupancy. I am passionate about leveraging data to drive decision-making and optimize workforce performance.
Experience
Work history, roles, and key accomplishments
Resource Planner – Workforce Management
IntouchCx Contact Center
Apr 2022 - Present (3 years 2 months)
Developed and maintained dynamic forecasting models, increasing schedule accuracy by 18%. Automated reporting dashboards using Excel and Google Sheets, reducing manual work by 30%.
Real-Time Analyst (RTA)
IntouchCx Contact Center
Nov 2020 - Apr 2022 (1 year 5 months)
Monitored real-time KPIs and adherence across multiple lines of business. Made intraday schedule adjustments, improving productivity by 10%.
Team Leader – Operations
IntouchCx Contact Center
Oct 2017 - Nov 2020 (3 years 1 month)
Supervised a team of 20+ agents, increasing performance metric scores by 25%. Conducted weekly 1:1s and performance reviews, leading to a 15% improvement in NPS.
Customer Service Representative II
IntouchCx Contact Center
Mar 2017 - Oct 2017 (7 months)
Stepped into a leadership-lite role by mentoring new agents, leading to a 20% reduction in onboarding time and fewer early-stage errors. Served as an escalation point for complex issues, maintaining a 95%+ resolution success rate and significantly boosting customer satisfaction.
Customer Service Representative
IntouchCx Contact Center
Jul 2016 - Mar 2017 (8 months)
Proven track record of delivering exceptional customer service in high-volume contact center environments. Consistently handled customer interactions daily while exceeding quality assurance benchmarks.
Education
Degrees, certifications, and relevant coursework
William Knibb Memorial High School
High School Diploma, Social Studies
Grade: 3
Demonstrated a good understanding of societal structures, civic responsibilities, and cultural awareness through coursework in Social Studies.
William Knibb Memorial High School
High School Diploma, Human and Social Biology
Grade: 3
Gained a good understanding of human biology and health-related concepts through the Human and Social Biology curriculum.
William Knibb Memorial High School
High School Diploma, English Language
Grade: 2
Developed strong command of written and verbal communication skills, enabling clear and professional conveyance of ideas.
Ochi Rios High School
High School Diploma, Mathematics
Grade: 2
Achieved proficiency in numerical reasoning, data interpretation, and problem-solving through the Mathematics curriculum.
Ochi Rios High School
High School Diploma, Principle of Business
Grade: 3
Developed a solid grasp of business functions, entrepreneurship, and commercial awareness through the Principle of Business course.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Social media
Job categories
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