Manager, Intraday and Workforce Data Optimization

Definity Insurance Company • Toronto, ON

2d • CA$88,000 - CA$138,000

About The Position

The Manager, Intraday and Workforce Data Optimization role is responsible for the management of call handling and productivity data sets that support workforce capacity plans. This includes forecasting call volumes and staffing requirements in a multi-skills contact center operation, and managing scheduling and intraday management processes to optimize service levels while balancing business requirements and employee engagement. The role also involves frequent requests for performance analysis, solution design, and implementation of small projects.

Requirements

• Minimum of 5-7 years in contact center workforce or Intraday management, preferably in a leadership role.
• Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call handling performance and drive process improvements.
• Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines.
• Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring.
• Excellent communication skills, both verbally and in writing.
• Intermediate skills with Microsoft Excel.
• Bachelor’s or College degree in a relevant discipline (e.g., Mathematics, Economics, Business Management).

Nice To Haves

• Knowledge of NICE WFM workforce management and/or Five9 applications would be a definite asset.
• Experience in the Property & Casualty insurance industry would be an asset.

Responsibilities

• Manage the design, enhancement, and maintenance of call forecasting processes across multiple lines of business.
• Own the design and optimization of the scheduling strategy, balancing business requirements and employee engagement.
• Lead an intraday team responsible for preparing schedules, responding to schedule change requests, monitoring service levels, and initiating appropriate action when required.
• Lead and/or contribute to projects impacting contact center structure, schedules, reporting needs, and technology.
• Leverage Nice and Clearview to optimize data used by Intraday Analysts for scheduling and monitoring/projections of service levels to solution appropriate actions.
• Lead implementation of Google CES to optimize Intraday scheduling and forecasting processes.
• Optimize data used in capacity and call handling models by utilizing advanced analytics on call handling and workforce capacity plans to track performance, improve productivity, and forecast benefits of automation and digitization of existing processes.
• Report on volumes, performance, and service levels on a regular basis.
• Conduct ad-hoc analysis of contact center performance and workforce capacity plans, identify opportunities to further optimize, and work towards appropriate solutions in collaboration with multiple stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level