Mgr, Contact Centre Planning

2 weeks ago

Hamilton, Canada BC Hydro Full time

**A workplace powered by you**

At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need
people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,
inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,
and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers
and one of Canada's Best Diversity Employers.

**Mgr, Contact Centre Planning & Scheduling**

Number of positions: 1 Job Location: Hamilton CC

Employment type: Permanent Region: Lower Mainland

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Hybrid

Annual salary: $ 107,000.00 - 135,300.00

**What you'll do**
- Working as part of a management team, oversees a team of approximately 10 analysts and administrators that enable the
scheduling of staff for BC Hydro’s contact centres in Vancouver (Hamilton) and Vernon, as well as for other Customer
Service teams such as billing, collections and in-person services. Develops mid-term forecasts of call/work volumes and
identifies staffing requirements and shift schedules that cost-effectively meet service level targets. Manages time entry and
staff scheduling process, as well as associated reporting and analytics, for services provided by Contact Centre and Billing
Operations. The Workforce Planning & Centre will be results-oriented, have an exceptional customer service orientation,
and take a practical approach to effectively resolve problems. The position will also be accountable for implementing
continuous improvements utilizing best practices and technology.

Major Responsibilities and Duties
- Provides day to day coaching, direction, leadership and support to team members;
- Uses advanced statistical analysis of historical call volumes and operational changes to develop mid
- and short-term

resource plans and shift schedules, as well as to identify long-term resource requirements;
- Schedules contact centre, billing and payment teams while balancing budgetary constraints with service delivery targets;
performs budget and financial variance analysis to ensure departments remain on budget, provides budget forecast for
annual financial planning;
- Monitors daily call volumes and attendance, as well as near-term operational requirements (e.g., anticipated storms), and

adjusts staffing as required to ensure that service levels and budget targets are met;
- Leads the development and continuous improvement of resource forecasting and scheduling processes and tools;
maintains a focus on best practices and identifies opportunities for improvement; suggests workforce optimization and
collective agreement changes;
- Oversees time entry processes in Contact Centre and Billing Operations;
- Champions a customer-centric culture by driving continuous operational and customer service excellence;
- Assists in implementing operational systems, processes and policies in support of our customer priority;
- Manages and monitors performance of team members to meet or exceed key performance measures;
- Motivates staff and improves employee engagement with focused initiatives to build a high performing and engaged

workforce;
- Acts as a coach and mentor, and actively supports employee growth, development and training initiatives;
- Hires, onboards and develops team members and contributes to the development of hiring plans and profiles;
- Leads initiatives or programs within an area of expertise or specialization;
- Contributes to development of the business group’s annual work plan, leadership development plan, employee

engagement plan, recruitment plan and safety plan; and
- Establishes strong relationships and communication channels with internal and external clients/stakeholders, as well as

with an external network of peers, to ensure coordination of support issues, and the maintenance of excellent customer
service.

**What you bring**
- A bachelor’s degree in a related discipline and 5 or more years of forecasting and/or scheduling experience for a 100+

seat contact centre.
- An equivalent combination of education and experience may be considered.
- Ability to demonstrate key workforce management concepts as related to demand forecasting, headcount capacity

planning, scheduling, real time monitoring, skilling, call routing, and performance improvement.
- Experience with Excel and workforce planning tools, ideally Aspect.
- Progressive leadership experience in a call centre environment with an ability to energize and motivate a team of staff.
- Well-developed planning, organizational, analytical and problem solving skills.
- Excellent written and verbal communication skills.
- Strong ability to influence.
- Familiarity with managing in a Unionized environment and ability to interpret the Collective Agreement.
- Knowledge and understanding of BC Hydro's

  • Mgr, Academic Staff Operations

    1 month ago

    Hamilton, Canada McMaster University Full time

    **Regular/Temporary** - Regular **Job Title** - MGR, ACADEMIC STAFF OPERATIONS**Job ID** - 66133 **Location** - HSC- Central Campus**Open Date** - 11/08/2024 **Job Type** - Continuing **Close Date** - 11/21/2024 **Employee Group** - TMG **Favorite Job** **Department** - Biochemistry **Salary Grade/Band** - Band K **Salary Range** - $77996.00 -...

  • Social Service Worker

    6 months ago

    Hamilton, Canada Arbour Creek Care Centre Full time

    Are you an individual that has a passion for making a difference? At the Arbour Creek Care Centre, we are passionate about providing compassionate care for families' loved ones, where the residents of our home come before anything else. Our values follow a ‘People’ focused philosophy, Participation ~ Excellence ~ Openness ~ Performance ~ Longevity ~...

  • Operations Administrator

    1 month ago

    Hamilton, Canada GFL Environmental Full time

    **Key Responsibilities**: - Work with operations to schedule client appointments into the facility and coordinate changes/exceptions and other required notifications. - Greet visitors and customers at reception upon their arrival and professionally assist them with their requirements. Responsible for general customer/facility inquiries and direct to other...

  • Operations Excellence Manager

    2 weeks ago

    Hamilton, Ontario, Canada Bunge Iberica SA Full time

    Bunge Iberica SA is seeking an experienced Operations Excellence Manager to oversee the safe and efficient supervision of day-to-day production operations. The ideal candidate will support the Mgr-Production Operations in monitoring and improving plant productivity.Key ResponsibilitiesOversee assigned department production shift activities, ensuring...

  • Indigenous Drop-in Centre Program Supervisor

    6 months ago

    Hamilton, Canada Hamilton Regional Indian Centre Full time

    The Indigenous Drop-in Centre (IDIC) Program Supervisor, under the direction of the Executive Director or Designate, is responsible for providing support to the Hamilton Regional Indian Centre IDIC staff and coordinate the day-to-day operations of the IDIC program staff as well as create and maintain partnerships with related agencies in the city. The IDIC...

  • Apprentice Production Administrator

    2 weeks ago

    Hamilton, Canada Bunge Iberica SA Full time

    p>Responsible for the safe and efficient supervision of day-to-day assigned Crush production operations department shift. Support the Mgr-Production Operations in monitoring and improving plant productivity.Oversee assigned department production shift activities (crush, refinery, milling, packaging, warehouse, boiler house, and/or elevator) to ensure...

  • Centre Coordinator

    2 months ago

    Hamilton, Canada Momentum Autism Services Inc. Full time

    **Who We Are** Momentum Autism Services is a highly skilled and dedicated team who care about making a difference in the lives of our clients. We are a close-knit team with a unique ability to work together to make positive and meaningful changes for the children, adults, and families we serve. We are approachable, and enthusiastic, and love what we...

  • Garden Centre Manager

    6 months ago

    Hamilton, Canada Goliath Grower Services Full time

    We are seeking an experienced and motivated **Seasonal Garden Centre Manager** to oversee the day-to-day operations of a busy Retail Garden Centre during **our peak season from April-June.** **Responsibilities**: **Operational Management** - Coordinate all daily tasks and activities, ensuring the garden center is well-organized and visually appealing. -...

  • Test Centre Administrator- Hamilton

    3 months ago

    Hamilton, Canada triOS College Full time

    **Job Title**: Test Centre Administrator **Company**: triOS College **Location**: Hamilton Campus, located at 4 Hughson St S, Hamilton, ON L8N 3Z1 **Hours**: Part-time. Monday-Friday, 1:00 pm - 6:00 pm. Occasional Saturdays. **Start Date**:Immediate **About Us**: triOS College is Canadian owned Registered Private Career College in Ontario. We strive to...

  • Test Centre Administrator

    4 months ago

    Hamilton, Canada triOS College Full time

    **Job Title**: Test Centre Administrator **Company**: triOS College **Location**: Hamilton Campus, located at 4 Hughson St S, Hamilton, ON L8N 3Z1 **Hours**: This position is part-time with varying hours. Typical shifts include **Mondays & Tuesdays from 7:00 am to 5:00 pm, Wednesdays from 12:00 pm to 6:00 pm, and Saturdays from 7:00 am to 5:00...

  • Child Care Centre Supervisor

    6 months ago

    Hamilton, Canada Umbrella Family and Child Centres of Hamilton Full time

    Umbrella Family and Child Centres of Hamilton operates full-day early learning and child care centres for infant, toddler and preschool children, as well as extended day programs before and after school for kindergarten and school age children in the Greater Hamilton Area. We are currently recruiting for a Program Supervisor. The Supervisor will be...

  • Child Care Centre Supervisor

    6 months ago

    Hamilton, Canada Umbrella Family and Child Centres of Hamilton Full time

    Umbrella Family and Child Centres of Hamilton operates full-day early learning and child care centres for infant, toddler and preschool children, as well as extended day programs before and after school for kindergarten and school age children in the Greater Hamilton Area. We are currently recruiting for a Program Supervisor. The Supervisor will be...

  • Production Supervisor

    3 months ago

    Hamilton, Canada Bunge Full time

    Responsible for the safe and efficient supervision of day-to-day assigned Crush production operations department shift. Support the Mgr-Production Operations in monitoring and improving plant productivity. **Main Accountabilities**: - Cultivate a safety culture where unsafe acts are not tolerated and employees and management have a common goal of zero...

  • Testing Centre Technical and Administration Support

    3 months ago

    Hamilton, Canada Mohawk College Full time

    **Testing Centre Technical and Administration Support (Temporary Part Time: October 2024 - March 2025)** Status**: Temporary Part Time: October 2024 - March 2025 **Hours**: Up to 24 hours/week **Home Campus**: Fennell (fully on-site) **Rate of Pay**: $21.58 per hour, plus 4% in lieu of vacation **Posting Date**: September 18th, 2024 **Closing Date**:...

  • Residential Child and Youth Care Practitioner- Part

    7 months ago

    Hamilton, Canada Lynwood Charlton Centre Full time

    Lynwood Charlton Centre (LCC) is a publicly funded charitable organization in the City of Hamilton which provides a spectrum of innovative and evidence-based, mental health services, including congregate care, day treatment, community-based services including in-home and school-based services, to children, youth, families and the community. The Centre is...

  • Associate Inventory Planning Analyst

    2 months ago

    Hamilton, Canada Stryker Canada ULC Full time

    Work Flexibility: Hybrid What you will do: Maintain appropriate minimum order quantities and safety stock levels for service parts in the Distribution Centre and storage lockers/vans. Manage the service parts lifecycle, including phase-out assessments and product launches Analyze service parts inventory to optimize the service part inventory pool ...

  • Porter - Carmen's Banquet Centre

    6 months ago

    Hamilton, Canada Carmen's Group Full time

    Carmen’s Banquet Centre is an elegant venue that has served as a Hamilton landmark for over 35 years. Carmen’s Banquet Centre creates a grand, elegant and timeless setting for any event. Carmen's Banquet Centre is part of Carmen’s Group; an entertainment and hospitality company committed to creating extraordinary experiences to our clients and...

  • Weekend Cook

    6 months ago

    Hamilton, Canada Lynwood Charlton Centre Full time

    Lynwood Charlton Centre (LCC) is a publicly funded charitable organization in the City of Hamilton which provides a spectrum of innovative and evidence-based, mental health services, including residential, day treatment, community-based services including in-home and school-based services, to children, youth, families and the community. The Centre is funded...

  • Relief Child and Youth Care Practitioner

    7 months ago

    Hamilton, Canada Lynwood Charlton Centre Full time

    Lynwood Charlton Centre (LCC) is a publicly funded charitable organization in the City of Hamilton which provides a spectrum of innovative and evidence-based, mental health services, including congregate care, day treatment, community-based services including in-home and school-based services, to children, youth, families and the community. The Centre is...

  • Garden Centre Associate/nursery Worker

    4 months ago

    Hamilton, Canada Kastrau Landscaping and Nurseries Ltd Full time

    Kastrau Landscaping and Nurseries Ltd is looking to hire a hard working, motivated, energetic individual to fill the role of Part Time Nursery Worker / Garden Centre Associate To work weekends. We are a family run company whose goal is to make a positive difference for the customer. Superb customer service is of great importance. Knowledge of trees, shrubs...