Carl Sharpe
Workforce Management Manager
Summary
Experienced leader with 10+ years in optimizing large-scale contact center operations. Proven track record of cost reduction, budget optimization, and data-driven decision-making. Skilled at fostering individual development and achieving tangible outcomes for companies. Collaborative leader who excels at building relationships with diverse stakeholders in fast-paced environments.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
GROUP WORKFORCE MANAGEMENT MANAGER
DIGICEL JAMAICA LTD
04.2022 - Current
- Lead Workforce Management Analysts, Real-Time Adherence team, and Reporting Analysts supporting 23 markets.
- Manage contact center forecasting, scheduling, manpower planning, and reporting to meet KPIs.
- Produce performance reports enabling executive decision-making.
- Oversee performance metrics, talent development, and succession planning.
- Ensure optimal agent staffing levels in line with budget and call volume forecasts.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
WORKFORCE MANAGEMENT MANAGER
DIGICEL JAMAICA LTD
10.2017 - 03.2022
- Directed scheduling and forecasting for Jamaica contact center.
- Delivered performance reports and analytics on agent productivity and service KPIs.
- Maintained headcount within approved budgets while aligning resources to demand.
- Led team motivation, performance monitoring, and process improvements.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Provided training on dashboard and package development to team members and management.
REAL TIME ADHERENCE SUPERVISOR
DIGICEL JAMAICA LTD.
11.2016 - 10.2017
- Monitored live call traffic and real-time staff adherence to optimize performance.
- Managed Avaya system issue tracking and escalations.
- Coordinated with HR, Quality Assurance, and Operations on performance and policy compliance.
- Coordinating with the Workforce Manager on staffing requirements to ensure maximum/minimum staff is scheduled on peak/off peak days.
- Managed the attendance and various responsibilities as well as career development of direct reports.
WORKFORCE MANAGEMENT ANALYST
DIGICEL JAMAICA LTD.
11.2015 - 11.2016
- Generated detailed call performance reports and agent scheduling data.
- Managed payroll data accuracy for Customer Care.
- Conducted trend analysis to support operational decisions.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
REAL TIME ADHERENCE SPECIALIST
DIGICEL JAMAICA LTD.
09.2014 - 11.2015
- Adjusted agent allocations in real-time to maximize efficiency.
- Reported performance metrics and proposed process optimizations.
CUSTOMER CARE REPRESENTATIVE
DIGICEL JAMAICA LTD.
09.2013 - 09.2014
- Delivered frontline support with a focus on first-contact resolution.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Resolved handset, account, and technical queries.
OPERATIONS & DISPATCH SUPPORT AGENT
NORBOOK PACKAGE COMPANY LTD
01.2012 - 09.2012
- Managed cargo dispatch, vehicle weight balancing, and safety auditing.
- Coordinated fuel tracking and vehicle loading logistics.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
OPERATIONS SUPPORT MANAGER
SPEED COURIERS LTD
08.2005 - 01.2012
- Oversaw maintenance and scheduling for fleet operations.
- Implemented cost-saving initiatives through data-driven analysis.
- Drafted and enforced vehicle operation policies.
- Increased operational agility through effective planning, forecasting, risk mitigation strategies.
- Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
Education
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
UNIVERSITY OF THE WEST INDIES
08.2024 - 07.2027
CERTIFICATE IN BUSINESS MANAGEMENT -
NATIONAL VOCATIONAL QUALIFICATION OF JAMAICA
07.2017 - 09.2017
Skills
- Proficient in Microsoft Office Suite
- Experienced in Python programming
- Java programming
- Power BI data visualization
- Effective team leadership
- Process optimization expertise
- Organizational strategy development
- Effective time management
- Customer service
Timeline
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
UNIVERSITY OF THE WEST INDIES
08.2024 - 07.2027
GROUP WORKFORCE MANAGEMENT MANAGER
DIGICEL JAMAICA LTD
04.2022 - Current
WORKFORCE MANAGEMENT MANAGER
DIGICEL JAMAICA LTD
10.2017 - 03.2022
CERTIFICATE IN BUSINESS MANAGEMENT -
NATIONAL VOCATIONAL QUALIFICATION OF JAMAICA
07.2017 - 09.2017
REAL TIME ADHERENCE SUPERVISOR
DIGICEL JAMAICA LTD.
11.2016 - 10.2017
WORKFORCE MANAGEMENT ANALYST
DIGICEL JAMAICA LTD.
11.2015 - 11.2016
REAL TIME ADHERENCE SPECIALIST
DIGICEL JAMAICA LTD.
09.2014 - 11.2015
CUSTOMER CARE REPRESENTATIVE
DIGICEL JAMAICA LTD.
09.2013 - 09.2014
OPERATIONS & DISPATCH SUPPORT AGENT
NORBOOK PACKAGE COMPANY LTD
01.2012 - 09.2012
OPERATIONS SUPPORT MANAGER
SPEED COURIERS LTD
08.2005 - 01.2012
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<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br> • Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br> • Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br> <br> <strong>Compensation, Benefits & Payroll:</strong><br> • Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br> • Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br> • Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br> <br> <strong>Policy Development & Compliance:</strong><br> • Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br> • Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br> • Advised leadership on labor law updates and best practices in employee relations.<br> <br> <strong>Talent Acquisition & Onboarding:</strong><br> • Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br> • Managed international hiring, including visa processing, embassy coordination, and relocation support.<br> • Optimized onboarding programs to ensure a smooth transition for new employees.<br> <br> <strong>Employee Relations & Engagement:</strong><br> • Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br> • Maintained accurate records for attendance, leave, and performance management.<br> • Prepared employment contracts and offer letters in compliance with legal and company standards.<br> <br> <strong>Strategic HR Leadership:</strong><br> • Collaborated with senior management to align HR strategies with business goals.<br> • Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br> </p> at Saudi Central Bank<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br> • Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br> • Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br> <br> <strong>Compensation, Benefits & Payroll:</strong><br> • Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br> • Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br> • Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br> <br> <strong>Policy Development & Compliance:</strong><br> • Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br> • Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br> • Advised leadership on labor law updates and best practices in employee relations.<br> <br> <strong>Talent Acquisition & Onboarding:</strong><br> • Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br> • Managed international hiring, including visa processing, embassy coordination, and relocation support.<br> • Optimized onboarding programs to ensure a smooth transition for new employees.<br> <br> <strong>Employee Relations & Engagement:</strong><br> • Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br> • Maintained accurate records for attendance, leave, and performance management.<br> • Prepared employment contracts and offer letters in compliance with legal and company standards.<br> <br> <strong>Strategic HR Leadership:</strong><br> • Collaborated with senior management to align HR strategies with business goals.<br> • Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br> </p> at Saudi Central Bank