Summary
Overview
Work History
Education
Skills
Timeline
Generic

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  • Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.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
Carl SharpeWorkforce Management Manager