Jason Baker
Collingwood,Victoria
Summary
An organized Resource Planner and exceptional multitasker and high organized with top-notch verbal and written communication skills. Offering over 3+ years of hands-on experience in collecting, analyzing and recording data for all call center metrics as well as a focus on maintaining optimal coverage and service levels extensive knowledge of scheduling, forecasting, capacity planning, hiring planning, report building and optimization cost analysis and assessing productivity work flows.
Overview
3
3
years of professional experience
Work History
Resource Planner (Victoria University Campaign)
Startek
11.2022 - Current
- Responsible for liaising with stakeholders, maintaining adequate staff coverage for the business, monitoring queues, using WFM software for scheduling, analyzing data to provide reports to support the client and business, providing in depth breakdowns of KPIs for Operations to follow up on and maintaining the financial health of the contract
- Streamlined scheduling processes for improved productivity.
- Optimized workforce management by evaluating skill sets, experience levels, and availability to create balanced work schedules that maximized productivity while minimizing burnout.
- Improved overall operational efficiency by regularly reviewing processes for opportunities to consolidate resources or eliminate redundancies.
- Implemented advanced forecasting techniques to predict future resource needs accurately, enabling proactive adjustments to optimize performance.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as
Workforce Manager and Reporting Analyst (GM)
Startek
04.2022 - 11.2022
- Responsible for liaising with stakeholders, maintaining adequate staff coverage for the business, monitoring queues, using WFM software for scheduling, analyzing data to provide reports to support the client and business, forecasting based on provided data, Recommending hiring groups based on forecasted needs and maintaining the financial health of the contract
- Improved workforce efficiency by implementing data-driven scheduling and workload balancing.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as
Real Time Analyst (GM Campaign)
Startek
05.2021 - 04.2022
- Responsible for liaising with stakeholders, maintaining adequate staff coverage for the business, monitoring queues, using WFM software for scheduling and analyzing data to provide reports to support the client and business
- Optimized workforce distribution of 40+ employees by analyzing historical data and trends in realtime.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
Real Time Analyst (Startrack Campaign)
Startek
12.2020 - 05.2021
- Responsible for liaising with stakeholders, maintaining adequate staff coverage for the business, monitoring queues, using WFM software for scheduling and analyzing data to provide reports to support the client and business
- Optimized workforce distribution of 100+ employees by analyzing historical data and trends in realtime.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Enhanced customer satisfaction by monitoring call quality and coaching agents for improvement.
Education
Diploma -
ITFE
Melbourne, VIC02.2025
Cert 3 -
Knowledge Space
Melbourne, VIC01.2021
High School -
Woodvale Senior High
Woodvale, WA01.2007
Skills
- Capacity Planning
- Time Management
- Demand Forecasting
- Organizational Skills
- Data Analysis
- Team Leadership
- Attention to Detail
- Multitasking
- Scheduling Techniques
- Software Proficiency
- Effective Communication - Written and Verbal
Hobbies and Interests
- Computers and technology
- Movies and reading
- Fitness and cooking
References
Available upon request
Interests
· Computers and technology
· Movies and reading
· Fitness and cooking
Timeline
Resource Planner (Victoria University Campaign)
Startek
11.2022 - Current
Workforce Manager and Reporting Analyst (GM)
Startek
04.2022 - 11.2022
Real Time Analyst (GM Campaign)
Startek
05.2021 - 04.2022
Real Time Analyst (Startrack Campaign)
Startek
12.2020 - 05.2021
Diploma -
ITFE
Cert 3 -
Knowledge Space
High School -
Woodvale Senior High
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