Workforce Management Team Manager

407 ETR•Vaughan, ON

3d•Onsite

About The Position

Reporting to the Manager, Customer Operations Workforce Optimization, the hands-on Team Manager, Workforce Management leads and develops the Customer Operations support teams and is responsible for forecasting and capacity planning (including executing comprehensive workforce capacity plans that align with organizational objectives and key performance indicators), live monitoring of customer contact service levels, Intraday reporting, quality and audits, and maintaining process documentation.

Requirements

A bachelor’s degree in Business or Equivalent
3-5 years of Leadership experience required
Must have a minimum of 2 years experience in an inbound call centre or customer operations environment
Prior Workforce Management experience with 100+ employees
Proficient with MS Office, Internet, Avaya, scheduling software, knowledge base software, CRM, IVR, etc.
Excellent verbal and written communication skills
Strong ability to coach, motivate, and train/develop staff.
Strong organizational/time management skills, sound judgments and decision-making skills.
Demonstrated ability to listen, identify, evaluate, and take initiative.
Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure with tight deadlines.

Nice To Haves

Workforce Management certification an asset
Experience working in a unionized environment an asset

Responsibilities

Provide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts with a goal to meet department objectives and strengthen organizational capability.
Deliver initiatives that will motivate and inspire employees, to drive consistent results.
Support Customer Operations through day to day operational activities including special projects, workforce and intraday management, scheduling, and communications.
Ownership, administration and configuration of the Workforce Management and Knowledge base software.
Other duties assigned.
Supports employee and labour relations by working with union stewards and Human Resources to ensure the workforce management team follows the collective agreement, maintaining compliance and preventing violations.
Supports budget and financial deliverables in partnership with Finance Operations.
Manage forecast analysts to develop and execute forecasting and capacity planning for all lines of business.
Proactively identify capacity risks and recommend mitigation strategies to support enterprise resilience.
Build effective and strong relationships with key stakeholders, including leadership, by understanding requirements and dynamics across decision makers.
Live monitoring and reporting of all channels, agents, and key performance indicators ensuring to meet/exceed daily targets.
Promoting operational effectiveness and positive customer experience through effective negotiation/communications with senior management, and channel leaders.
Coordinate and maintain effective communication practices with the goal of delivering a unified method that aligns all channels and support team.
Assist with reactive issues, including crisis communications and issues management monitoring and reporting
Maintain and streamline internal processes such as internal audits and evaluations.
Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency.
Lead change management to assess workforce impact of new initiatives, system changes, and/or process updates into actionable workforce plans, staffing models, schedules, and Intraday strategies.