Mekalia Failey

Experienced Capacity Planner with a track record of employment in the offshoring/outsourcing sector.

Message

Intro

Jamaica

Capacity Planner at IBEX

Studied Shipping, Logistics & Supply Chain at Caribbean Maritime University

Telecommunications

Joined March 25, 2023

Skills

Languages

English

Native or Bilingual

About

Experienced Capacity Planner with a track record of employment in the offshoring/outsourcing sector for over 3 years. Knowledgeable in Microsoft Excel, Contact Centers, Customer Service, Technical Support, and Customer Satisfaction.

Experience

IBEX

Dec 2020 – Present

Jamaica

Capacity Planner

Main duties include preparing weekly schedules and generate rosters with minimum understaffing overstaffing. Generate interval level staffing plans using the Forecasts, Service Level Assumptions and other assumptions such as Average Handle Time and Shrinkage with minimum variance with the actual values using prepared historical data. Plan team activities such as meetings, trainings, and coaching sessions. Reconcile employees on a weekly basis.

IBEX

Dec 2020 – Present

Jamaica

Capacity Planner

Education

Caribbean Maritime University

Sep 2019 – Nov 2022

Bachelor Of Science, Shipping, Logistics & Supply Chain