Jonathan Rasiah

Background

About Jonathan Rasiah

Head of Workforce Management | Workforce Strategy | Workforce Analytics | Employee Engagement An accomplished executive with an extensive 20-year career focused on Workforce Management and contact center operations. My visionary leadership style is rooted in a deep commitment to streamlining work processes and maximizing organizational efficiency. My expertise lies in conceiving and executing industry-leading workforce strategies that closely integrate with corporate objectives, fostering heightened colleague engagement along the way. My leadership has consistently yielded outstanding results, particularly in the management of high-performing teams. Proficient in areas such as workforce planning, talent acquisition and development, and performance management, my history is marked by a consistent ability to drive positive outcomes, and cultivate a culture of achievement within the teams I lead. In-depth knowledge of the offshore, near shore, home shore, BPO operations has given him the opportunity to work with large operations HSBC, Microsoft, Comcast AT & T and ROGERS. Got a keen appreciation for different cultures, which has allowed me to enjoy my work in different countries like Philippines, India, Sri Lanka,Iberia,Lat-Am,West Europe, USA and Canada. Proud to serve in the Board of multiple local business bodies and not for profit organizations. Recognized for unique leadership style winner of industry awards. • Winning Culture Builder • Collaborator • Mindful / Authentic Leadership • Call Center Operations Offshore / Near Shore /Home Shore (Home Agent) • Omni channel contact planning • Digitally assisted customer support • Community forum / Social Media support • BPO Offshore / Near Shore •COE • Business Process Reengineering • Workforce Management •Intraday Automation • Call Centre Forecasting & Business / Capacity Planning • Short Term / Interval level forecasting • Continuous Improvement Initiatives • Business Intelligence • Account Management • Budget Contingency Management • DRP /BCP • Profit & Loss Management • Vendor Partnerships • AI implementation • Predictive Analytics Technical Experience CCAAS, NICE IEX, CX one, EEM Genesys, Aspect EWFM, Avaya, SQL, SAS, Tableau, Intradiem, Verint Speech Analytics, Salesforce ACD, IVR, WEM, NLU