Workforce Management Coordinator

3 weeks ago


Montréal, Canada Transat Tours Canada Full time

**Company Description** Be part of the journey**

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won the title of world's best leisure airline several times over. And this is just the beginning.

Want to join us? As soon as you're hired, you'll enjoy travel privileges to discover the world. You'll also have the opportunity to work in a modern, inspiring environment.

The person is responsible for the daily and weekly optimization of the contact center. Specifically, they must ensure that the optimal number of staff is always maintained to maximize the performance and efficiency outcomes of the various departments.

**Responsibilities**
- Monitor the traffic across different queues as well as agent adherence, continuously
- Make manual schedule adjustments or modify configurations to enable the execution of automated tasks
- Perform necessary call routing adjustments to balance service level results
- Analyze, document, and present operational performance results
- Adjust forecasts for the day and upcoming days based on recent trends and additional received information
- Communicate current results and the action plan for the upcoming hours
- Validate the activity coding in schedules to ensure accurate payroll processing

**Qualifications**
- Experience in workforce management and real-time management. A combination of relevant studies and work experience may be considered
- Advanced knowledge of performance indicators in contact centers
- Bilingual (French and English) - both written and spoken required*
- Proficiency in Office 365 tools. An intermediate level of Excel is required
- Tools used: NICE IEX, EEM, Genesys Cloud, SharePoint, Office 365
- Desire to exceed expectations daily and be part of a dynamic and collaborative team
- Ability to manage multiple activities simultaneously by prioritizing tasks for yourself and your team
- Operational coverage required from the team is 7 days a week, including holidays, with generally daytime hours (7am-6pm)
- A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally._

**Additional Information** Employment Equity**

**Employment Equity



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