Supervisor Wfm

Company Description
**Be part of the journey**

Come aboard a committed, caring company that needs you

Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel You'll evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you'll be able to take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America

**Job Description**:
The incumbent will be responsible for mobilizing, coaching, and developing a team of a dozen professionals in schedule production and real-time management. He will be responsible for optimizing the use of NICE, Webstation, EEM and Genesys Cloud tools, to improve Transat’s customer and employee experience.

**Responsibilities**
- Ensure that the work schedules of the various operational teams are produced according to established criteria and deadlines, in a context of optimizing results and costs.
- Organize and prioritize the planning of various trainings, meetings and scheduled activities, within a short-term horizon (plan up to 6 weeks in advance).
- Supervise timesheet processing (NICE to SAP) (execution, quality and compliance with existing HR policies).
- Optimize the various indicators of our contact centers by adjusting ACD skills in real time and/or for more strategic periods.
- Propel the use of NICE's EEM module to automate several manual activities.
- Be a change agent for his team and partners when changes are made to policies and procedures. To this end, he is responsible for documenting the WFM team's procedures, and for communicating upcoming and ongoing changes to his collaborators.
- Coach his team to implement best practices in workforce planning.
- Evaluate and manage performance, participate in the recruitment process for his team.
- Keep up with WFM and contact centers’ best practices.
- Be actively involved in projects/meetings to optimize and improve department performance.

**Qualifications**:

- Minimum of 5 years' experience in schedule production and real-time management, preferably in NICE
- Experience in team supervision AND academic background relevant to the role
- Advanced knowledge of call routing and skills management tools, Genesys Cloud a plus
- Demonstrate problem-solving skills and ability to operate in a fast-paced environment.
- Ability to interpret, popularize, build, and present various results reports.
- Able to motivate and coach a team.
- Good knowledge of Microsoft Office, mainly Excel.
- Occasional availability evenings and weekends, when required. Mainly daytime schedule, Monday to Friday.
- Excellent verbal and written communication skills.
- Bilingualism (French and English - written and spoken).

Additional Information

**Employment Equity