Manager, Planning

7 months ago


Toronto, Canada Moneris Solutions Full time

**Your Moneris Career - The Opportunity**:
You will provides our customers with the best possible service concerning billing inquiries, service requests, suggestions and complaints. Includes Call Center - Outbound, Call Center/Customer Service and E-Commerce Customer Service.

**Location**:You will be based in our Toronto/ Sackville or Montreal office and will work in a Hybrid model.

**Reporting Relationship**: You will report to the VP of CEX

**Your Moneris Career - What you'll do**:

- Provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance.
- Respond to customer questions regarding operation and malfunctions.
- Advise our customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.
- Plans and monitors customer contact centre schedules and operations.
- Provide management information and productivity forecasts by observing customer call patterns by developing, monitoring and analyzing key performance indicators.

**Your Moneris Career - What you bring**:

- Minimum of 5 years of direct work experience in a workforce management role within a contact center; Minimum of 2 years of leadership / people management experience
- Bachelor's degree required in a related discipline, or equivalent work experience
- Demonstrate understanding and hands-on experience with workforce management programs and Automated Call Distribution (ACD) systems
- Previous experience scheduling and managing both inbound and outbound environments

**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
- Company-wide paid year-end closure & personal time off (including religious, personal, and volunteer days)


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