Robert Hiles
About Robert Hiles
Robert Hiles is a Team Lead in Workforce Analytics at Intact Financial Corporation, where he has worked since 2013. He has a background in process improvement, quality management, and expertise in managing supplier contracts and operational resilience.
Work at Intact Financial Corporation
Robert Hiles has been employed at Intact Financial Corporation since 2013, serving as Team Lead in Workforce Analytics. In this role, he leads a workforce team that focuses on optimizing service delivery. His responsibilities include identifying changes and trends using real-time applications, which enhances operational efficiency. Prior to his current position, he worked as a Workforce Analyst at Intact Financial Corporation from 2012 to 2013, where he contributed to the analysis of workforce data.
Previous Experience at American Express
Robert Hiles has significant experience from his time at American Express, where he held multiple roles. He served as Team Leader for Corporate Travel from 1996 to 2000, overseeing operations for four years. Later, he worked as Call Center Supervisor Workforce Analyst 1 from 2004 to 2010 for six years, where he managed workforce analytics and contributed to operational improvements.
Role at Custom Travel Solutions
From 2010 to 2012, Robert Hiles worked as Operations Manager at Custom Travel Solutions in the Calgary, Canada Area. In this position, he was responsible for overseeing operations and ensuring efficient service delivery. His experience in this role contributed to his expertise in workforce management and operational strategy.
Education and Expertise
Robert Hiles studied at Carleton University, where he earned a Bachelor of Science degree in Biology from 1976 to 1979. He possesses Six Sigma Green Belt training, which provides him with a strong foundation in process improvement and quality management methodologies. His expertise also includes interpreting and communicating supplier contracts and agreements, which is essential for managing vendor relationships.
Achievements in Workforce Management
Throughout his career, Robert Hiles has established and maintained contingency plans for multiple call centers, ensuring business continuity and operational resilience. He specializes in identifying changes and trends in workforce data, showcasing a proactive approach to workforce management. His leadership in optimizing service delivery reflects a strategic focus on enhancing operational efficiency.