Officer, Network Workforce Planning

2 weeks ago

Ottawa, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 170226
Business Function: Customer Experience
Primary City: Ottawa
Other Location(s):Antigonish, Fredericton, Montreal, GTA, Winnipeg
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA01
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 08/24/2023

Reporting to the Manager, Customer Service Workforce Management, the Officer is accountable for coordinating the development and implementation of all initiatives (major/minor) to optimize overall Contact Centre Operations. Identifies, evaluates, develops and implements continuous improvement initiatives with a goal to improve service, productivity, and cost effectiveness as well as increase CPC's return on investment while promoting Customer Service business orientation. Provides analytical support to Customer Service focussed teams in the achievement of shared goals.

**Responsibilities**:

- Implements and maintains the reporting, forecasting, and analytic tools to support the needs and objectives of the national Customer Service management teams. Consults and interfaces with user groups and field representatives to understand the scope of the data required and the purpose / goals of the analysis. Establishes key performance indicator reporting and measures to drive appropriate behaviours and maximize operational performance improvements.
- Identifies, evaluates, develops, and coordinates new initiatives and operational practices for improving productivity and cost effectiveness including organizational modifications. Maintains responsibility for all matters and issues pertaining to the design, development, implementation, and administration of Contact Centre Strategic Planning.
- Plans and coordinates contingencies in the event of a labour/work disruption.
- Develops, schedules and performs the analytical and modelling activities required to formulate plans and forecasts in conjunction with Corporate and functional requirements. In developing strategic plans and forecasts, accesses highly confidential Human Resources information to identify business options which will enhance the operation of the Contact Centres. Evaluates and determines the impact on employees, including bargaining unit employees, of technological changes, outsourcing issues, and Contact Centre network changes.

**Job Responsibilities (continued)**:

- Leads and advises the Customer Service leadership team by providing guidance and expertise in identifying operational problems and ensuring that solutions are identified and implemented.
- Supports the Customer Service Change Management Process through effective analytical support by providing cost and work effort assessments and adhering to established turnaround service level agreements. Develops reporting and analysis processes, content and format to monitor the change management initiative performance. Establishes monitoring and feedback mechanisms to validate the impacts to the Customer Service organization upon implementation. Identifies process design weaknesses and recommends viable solutions or alternatives.
- Effectively monitors and maintains the Contact Centre routing system (voice and data), ensuring optimum distribution between Contact Centres in furtherance of budgetary planning process.
- Strengthens operational and service capabilities through the delivery of qualitative analytical support to the national Customer Service, Retail, Commercial Sales and Operations teams. Analyzes patterns of customer issues across various scenarios including sector, region or function. Identifies service problems / failures / opportunities and recommends service improvements to minimize the risk of lost business, highlight cost savings opportunities and improve customer satisfaction performance results. Prepares professional, logical, clear and comprehensive presentations of results for distribution to cross functional areas at all levels of the organization, including senior management.
- Acts in the role of Manager during absences. Represents Workforce Planning on Corporate projects impacting Contact Centres.

**Qualifications**:
**Education**
- Completed post-secondary, preferably in a related field **OR **a combination of equivalent professional experience and training

**Experience**
- 1 to 3 years of relevant functional experience
- One or more years of experience in a unionized environment an asset
- Proficient computer skills and competent with Microsoft Office programs
- Enrollment in specific designation and or certifications programs may be required for certain positions (e.g. Finance & Engineering).
- Strong communication, analytical, and customer service skills

**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position.

**Employment Equity**

Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences.

**Con

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