Jawid Amiri
About Jawid Amiri
Jawid Amiri is an Information Technology Business Analyst with extensive experience in workforce analysis and management, having worked at Intact and NCO Financial Systems. He possesses strong skills in MS Office, Avaya systems, and NICE IEX, contributing to operational efficiency in various roles throughout his career.
Work at Intact Financial Corporation
Jawid Amiri has held multiple roles at Intact Financial Corporation, starting as a Workforce Analyst from 2013 to 2020. He then advanced to the position of Senior Analyst in Workforce Management for a period of nine months in 2020 to 2021. Since 2021, he has been serving as an Information Technology Business Analyst. His tenure at Intact has allowed him to develop a strong understanding of workforce dynamics and operational efficiency.
Previous Experience in Workforce Analysis
Before joining Intact, Jawid Amiri worked at NCO Financial Systems in various capacities. He began as a Call Center Representative from 2004 to 2008, and later transitioned to a Workforce Analyst role from 2008 to 2013. This experience provided him with foundational skills in workforce management and analysis, which he later applied in his roles at Intact.
Education and Expertise
Jawid Amiri studied at the University of Ottawa, where he earned a degree in Biology/Biological Sciences. His educational background complements his professional experience in information technology and workforce analysis. He possesses strong proficiency in MS Office applications, particularly Excel and PowerPoint, which enhances his reporting and presentation capabilities.
Skills in Contact Center Technologies
Jawid Amiri has developed in-depth knowledge of Avaya systems, including Contact Centre, CMS Supervisor, and Avaya Agent Desktop. This expertise aids him in troubleshooting call routing anomalies and improving service level performance. He is also skilled in utilizing NICE IEX for managing schedules, time off, reports, forecasts, and intraday operations.
Adaptability and Team Integration
Jawid Amiri demonstrates adaptability to new environments, showcasing the ability to quickly integrate into different teams and workflows. This skill is essential in the fast-paced field of information technology and workforce management, where collaboration and responsiveness are critical to success.