Manager, Planning

2 weeks ago


Toronto, Ontario, Canada Moneris Solutions Full time

Your Moneris Career - The Opportunity:
You will provides our customers with the best possible service concerning billing inquiries, service requests, suggestions and complaints. Includes Call Center - Outbound, Call Center/Customer Service and E-Commerce Customer Service.

Location:
You will be based in our Toronto/ Sackville or Montreal office and will work in a Hybrid model.

Reporting Relationship:
You will report to the VP of CEX

Your Moneris Career - What you'll do:

  • Provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance.
  • Respond to customer questions regarding operation and malfunctions.
  • Advise our customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.
  • Plans and monitors customer contact centre schedules and operations.
  • Provide management information and productivity forecasts by observing customer call patterns by developing, monitoring and analyzing key performance indicators.

Your Moneris Career - What you bring:

  • Minimum of 5 years of direct work experience in a workforce management role within a contact center; Minimum of 2 years of leadership / people management experience
  • Bachelor's degree required in a related discipline, or equivalent work experience
  • Demonstrate understanding and handson experience with workforce management programs and Automated Call Distribution (ACD) systems
  • Previous experience scheduling and managing both inbound and outbound environments

Your Moneris Career - What you get:

  • Comprehensive Total Rewards Program including bonuses and flexible benefits plans starting from Day
  • RRSP matching & defined contribution pension plan
  • Learning & development programs and resources including unlimited free access to LinkedIn Learning, Coursera and an Educational Assistance Program
  • Holistic approach to your wellbeing, with an Employee Assistance Program for you and your family, monthly wellness events and a supportive workplace culture
  • Companywide paid yearend closure & personal time off (including religious, personal, and volunteer days)


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