Managing Director, Workforce Solutions, ATB Client Care Contact Centre

About the Role

As the Managing Director of Workforce Solutions, you are the architect of the "Engine Room" of Client Care. You play a critical strategic role on the Client Care Senior Leadership Team, responsible for the mathematical integrity and technological stability of Client Care’s client service engine. Your mandate is dual-fold: leading the comprehensive workforce management strategy (long term planning, forecasting, scheduling, and real-time management) and serving as the senior business leader of the contact centre for the contact center’s technology platform (Genesys). You are sitting at the intersection of new AI capabilities with a view for providing “human in the loop” staffing strategies and being curious to understand how our WFM strategies will need to evolve to embrace new technology and enhanced client experience.

You don't just manage volume; you shape the service agenda. You ensure that our human capital is perfectly aligned with client demand through sophisticated data modeling and that our technology stack is optimized, ensuring that operational excellence is a guaranteed foundational state.

About You

• Enterprise Systems Thinker: You look beyond the contact center to understand how workforce and tech decisions impact ATB’s total cost to serve and client loyalty.
• Predictive Strategist: You transform "big data" into a 3-5 year capacity roadmap, predicting labor market shifts and technological disruptions before they occur.
• Technological Visionary: You own the Genesys strategy and roadmap for Client Care, understanding both current capabilities and fast-approaching technology trends.
• Precision-Oriented Leader: You have a relentless focus on operational efficiency and the "mathematics of the floor," balancing service level goals with budget goals.
• Calm Under Pressure: You excel in navigating volatile intraday conditions, providing steady "air traffic control" for Client Care.

Accountabilities

Leader DNA: Professional Leadership Practice

• Model the Way: Lead authentically by leveraging "My DNA" to inspire purpose greater than self, acting as an enterprise-wide job model for excellence and integrity.
• Nurture Talent (Advanced Level): Build, mentor and elevate WFM teams members and leadership across the department by coaching to peak performance and proactively attracting and retaining top-tier talent at ATB.
• Drive Impact: Navigate and overcome enterprise roadblocks to achieve departmental and organizational goals.

Workforce Strategy & Optimization

• Strategic Capacity Planning: Lead the long-term (3-5 year) labor strategy, utilizing advanced scenario planning to inform FTE budgeting and department-level resource allocation.
• Performance Governance: Define and enforce "Performance Standards" for the department, ensuring WFM policies (scheduling, adherence, shrinkage, and resource utilization) drive high service level attainment while maximizing team member work-life harmony.
• Financial Stewardship: Manage the workforce budget for Contact Centres and FTE allotment, by partnering closely with Finance and identifying opportunities to optimize costs while enhancing team member satisfaction.
• Data Modeling: Oversee the development of complex data models to inform executive decision-making and project ROI assessments.

Genesys Technology & Roadmap

• Platform Ownership: Influence and execute the strategic vision for the Genesys-related usage across the enterprise, ensuring technology meets the needs of both clients and team members.
• Roadmap Stewardship: Lead the design, development, and execution of technology initiatives, including IVR menu redesigns, NLP IVR implementation, and routing configuration.
• Vendor Management: Create and maintain strong partnerships with telephony and workforce solution vendors, and evaluate emerging tech solutions.
• Continuous Improvement: Actively look for process improvements within the technology stack to reduce friction and eliminate system inefficiencies.

Technical Governance & Business Continuity

• Incident Command: Serve as the primary Business Lead during major technical outages, overseeing the execution of Emergency Operating Procedures (EOP) and Business Continuity Plans (BCP).
• Crisis Communication: Acts as the bridge between the Technical Bridge (IT) and the Business Leaders (VP, Service MD). They translate "Server Latency" into "Wait Time Impact" for the senior leadership team.
• Change Oversight: Represent Client Care on the Change Advisory Board (CAB) to mitigate operational risks associated with platform updates, network maintenance, and hardware deployments. This role acts as the "Operational Gatekeeper" for all technical changes.

Leadership & Inf