Workforce Management Team Manager

4 weeks ago


Woodbridge, Canada 407 ETR Full time

Position Summary:
Direct Relationships:

- Director, Customer Operations
- Manager(s), Customer Operations
- Business Analysis & Reporting
- Customer Operations Coordinators
- Quality & Support

Position Responsibilities:
Lead a team of Customer Operations Coordinators and Quality & Support Analysts who are providing support (workforce management, change management and communications) to all the Customer Operations Leaders.
- Leadership_
- Provide feedback, coaching and conduct formal evaluations for all Customer Operations Coordinators and Quality & Support Analysts, with a goal to meet department objectives.
- Deliver activities that will motivate and inspire employees, to drive consistent results.
- Support the Customer Operations department with operational activities such as, but not limited to, assisting Leadership team, special projects, workforce/intraday management, scheduling, communications.
- Ownership, administration and configuration of the Workforce Management and Knowledge base software.
- Other duties assigned.
- Workforce Management_
- Live monitoring and reporting of all channels, agents, and key performance indicators ensuring to meet/exceed daily targets.
- Promoting operational effectiveness and positive customer experience through effective negotiation/communications with site management, senior management, and channel leaders
- Analyzing operational performance to capture developing trends and recommending and implementing process improvement solutions to continuously enhance operational productivity and uplift efficiency
- Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency
- Communications_
- Coordinate and maintain effective communication practices with the goal of delivering a unified method that aligns all channels and support team.
- Assist with reactive issues, including crisis communications and issues management monitoring and reporting
- Maintain and streamline internal processes such as internal audits and evaluations.

Qualifications:

- A bachelor’s degree in Business or equivalent
- At least 5+ years Leadership experience required
- Must have a minimum of 2 years previous experience in an inbound call centre or customer operations environment
- Workforce Management with a 100+ employees
- Workforce Management certification an asset
- Proficient with MS Office, Internet, Avaya, scheduling software, knowledge base software, CRM, IVR, etc.
- Excellent verbal and written communication skills
- Strong ability to coach, motivate, and recognize on their achievements
- strong organizational/time management skills, sound judgments and decision-making skills.
- Demonstrate ability to listen, identify, evaluate, and take initiative.
- Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure with tight deadlines
- Experience working in a unionized environment an asset.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.


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