Amy Biernat

Background

About Amy Biernat

I focus on building strong relationships and supporting our clients using industry best practices. My goals are to motivate partners to achieve their potential, be innovative and proud of the work they accomplish. I am passionate about Corporate Social responsibility, Sustainability, Diversity, Equity and Inclusion and promoting IT careers for women. I specialize in Workforce Management, Performance Management, Forecasting, Training, Development, Gamification, Quality Coaching and Mentorship. I currently hold the role of Director, Digital Workplace Support, for the Centralized Service Desk teams supporting our internal clients worldwide. Our groups support our internal Operational teams so all aspects of their client support are following industry best practices in each of their individual categories of Training, Development, Quality Coaching, Reporting and Workforce Management (SLAs). In addition to the teams, I also coordinate our Fun@Work, DE & I and CSR (corporate social responsibility) activities and initiatives at various locations in Quebec. Our teams include the Training & Development whose goals are to adequately prepare partners in their current role, and assist with their continuous career development and skills. The Quality Coach Team ensure that quality standards, goals of the organization and the customer experience are aligned. The objective of the Workforce Management team is to provide short & long-term capacity (staffing) and contact planning, forecasting and analysis, while offering daily revisions of schedules & conditions (forecasted versus actual) to optimize SLA attainment and yield efficiencies.