Customer Operations Intraday Coordinator

3 weeks ago

Woodbridge, Canada 407 ETR Full time

**Position Summary**:
As a member of the Workforce Management Team, an Intraday Analyst is responsible for the implementation and management of Workforce Management (WFM) process, including but not limited to; intraday real-time monitoring and analysis of agent activities, ensure line of business are running optimally to maximize efficiencies, protect and deliver on key performance metrics.

**Direct Relationships**:

- Customer Operations Manager

**Position Responsibility**:

- Perform intraday functions managing service level for multi-queue environment including input of daily schedule changes, absences, offline activities while managing all telephony requests relating to the call center and other areas of the business within Customer Operations
- Manage and respond real-time to multiple channels (extension 5300, Teams channels, electronic mail, etc.)
- Review, coordinate, and approve administrative tasks such as offline times (e.g., technical issues, customer follow ups, meetings, etc.), vacation, floater days, extra hours, voluntary time off, shift modifications, other forms, etc.
- Efficiently optimize schedules (via daily optimization) to efficiently schedule planned offline activities
- Coordinate with Facilities, Information Technology and Management Team daily regarding real-time requirements and troubleshooting issues
- Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed.
- Share best practices and collaborate with other members of the Leadership Team

**Qualifications**:

- 0 - 1 year experience in a peer support capacity role
- Must demonstrate on a daily basis one’s commitment to the 407 ETR corporate values of excellence (safe, customer-focused, innovative, efficient and collaborative) and integrity (ethical, diverse and inclusive, socially responsible, accountable and vigilant).
- Must have strong problem solving, analytical and organizational skills with the ability to prioritize work to meet tight deadlines.
- Must be detailed oriented and demonstrate excellent verbal, written and listening communication skills.
- Must have strong PC skills which include proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word, OneNote, OneDrive, etc.) as well as demonstrates general understanding and operational knowledge of all systems used for our business (Scheduling tool - Community, Avaya, Salesforce/SAP, Workday to name a few).
- Must be flexible to work in a shift environment during the Customer Operations hours of operation, which are: Monday to Sunday 8 a.m. - 6 p.m. (including Statutory holidays)
- Must be outgoing and able to provide feedback while interacting with employees to support employee engagement.
- Demonstrates the ability to mentor and support others.
- Demonstrates ability to identify, evaluate and take initiative consistently
- Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment.
- Document and quality control (ISO 9001) experience preferred.
- Call center experience preferred.

Please note this is a contract opportunity for 3 months.

**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.

**Job Type**: Contract

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