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Workforce Mgmt Coordinator
1 month ago
Join to apply for the Workforce Mgmt Coordinator role at Rogers Bank. Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada’s leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank. Who We Are Looking For The Workforce Management Coordinator is responsible for coordinating deployment and operational activities for the contact center operations team including, but not limited to, creation of agent schedules, contributing to managing offline activities, overtime, service levels, and intra-day performance, including re‑forecasting. The WFM Coordinator also participates in IVR maintenance activities. What You’ll Do Team Coordination Coordinate all scheduling and real‑time deliverables timely and accurately Support scheduling and real‑time related directives from Ops Management Assist in conducting agent and queue performance metrics with the Ops team. Strategic Planning Respond to workforce management scheduling and real‑time issues, trends, and opportunities Assist Workforce Manager in strategic planning and achievement of business unit goals by developing strategies, initiatives, and solutions to improve productivity Assist Workforce Manager in identifying risks and issues, providing options and practical advice to management and stakeholders on any workforce management matters Reporting Design templates and intake processes for workforce management use Maintain reports to be used in making critical decisions Be able to present data findings and recommendations in clear and concise manner Deliver required reports timely and accurately Meetings / Collaboration Attend meetings with internal teams and vendors as required Collaborate with Ops leaders and share relevant information related to workforce management Learning & Development / Continuous Improvement Attend training relevant to the job and skill enhancement Look for learning opportunities that will increase the productivity and efficiency of the team Explore tools, systems and software to enhance internal and external processes of the organization Special Projects As may be assigned. What You Bring At least 2 years’ customer service experience working in financial services, with credit card experience being an asset Exceptional customer service skills Exceptional problem‑solving skills Strong relationship management experience Detail oriented, organized, and self‑sufficient Exceptional organizational and time management skills Ability to adapt and reprioritize in a fast‑paced, changing work environment and work on multiple complex initiatives simultaneously Schedule: Full time Shift: Variable Length of Contract: Not Applicable (Regular Position) Work Location: 1 Mount Pleasant (083), Toronto, ON Travel Requirements: None Background Check(s) Required: Criminal Record and Credit Check Posting Category/Function: Call Centre Operations & Workforce / Scheduling Requisition ID: 320130 At Rogers, we believe the key to a strong business is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We work with candidates who are experiencing a disability throughout the recruitment process to ensure they have what they need to be at their best. Everyone who applies for a job will be considered. Recruitment Process FAQ #J-18808-Ljbffr
