Planning & Monitoring Specialist

5 months ago

Toronto, Canada Moneris Solutions Full time

As a Planning & Monitoring Specialist I, you will plan and track our CEx contact centers schedules and operations. You will provide management information and productivity forecasts by observing customer call patterns, and you will develop and analyze key performance indicators to identify patterns and trends. You will collaborate with several teams (QA, learning, operations) to schedule the necessary training and associate coaching to ensure our commitment towards quality is met.

Location: You will be based in our Toronto office and will work in a Hybrid model.

Reporting Relationship: You will report to the Manager, Planning and Monitoring

**Your Moneris Career - What you'll do**
- Prepare and adjust schedules based on business requirements (training, shift bid process, agent preferences and overtime based on the intraday reports on performance and our goals)
- Build and test flexible staffing models focused on employee engagement and work life harmony enhancements and to help leaders in decision-making
- Identify schedules and plan changes in relevant databases and escalate issues to the appropriate team
- Track and review workforce management data, including highlighting trends, performance indicators and productivity
- Gather information from workforce management systems to facilitate report preparation, budget development or other measurements as identified
- Respond to standard workforce data requests from different departments throughout the organization and escalating requests
- Track and input daily exception requests and update schedules accordingly
- Maintain several WFM tools and set ups (e.g., Five9 entities) and update calendar of events for all our call center teams

**Your Moneris Career - What you bring**
- 3+ years of Workforce Management and Scheduling experience
- Post-secondary diploma or degree in a related discipline
- Hands-on experience with Workforce Management tools (Verint, Five 9, Genesys) and Automated Call Distribution (ACD) systems
- Highly Proficient in Microsoft Office tools
- Customer-focused mindset with experience in problem solving, teamwork, adaptability, planning, decision making, and data analysis
- Must be open to a hybrid work arrangement combining in-office and remote work, to support our flexible work environment

**Your Moneris Career - What you get**
- Comprehensive Total Rewards Program including bonuses and flexible benefits plans starting from Day 1
- RRSP matching & defined contribution pension plan
- Learning & development programs and resources including unlimited free access to LinkedIn Learning, Coursera and an Educational Assistance Program
- Holistic approach to your well-being, with an Employee Assistance Program for you and your family, monthly wellness events and a supportive workplace culture

INDOPS

**Benefits**:

- Extended health care
- RRSP match

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

Work Location: In person

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