Intraday Coordinator

Position Summary

As a member of the Workforce Management Team, an Intraday Coordinator is responsible for the implementation and management of Workforce Management (WFM) process, including 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 an serving as a liaison between the communications and customer operations departments, and conducting audits pertaining to CEO/CFO attestation and contact assurance for Commercial Relations and Resolution Queue.

Direct Relationships:
Customer Operations Manager

Team Manager, Workforce Management

Position Responsibility:

- Supports day-to-day operations of a World Class Customer Operations Centre. (Digital, Commercial and Personal Customers).
- Perform functions managing key performance metrics across multi-customer channels including scheduling, planning, reporting, audits, and communication liaison between departments
- Complete audits report in relation to CEO/CFO certification and contact quality audits for Customer Operations team
- Manage and respond real-time to multiple support channels (Phones - 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 and weekly optimization) in collaboration with Management/Supervisory team
- Coordinate with Facilities, Information Technology and Management Team daily regarding real-time requirements and troubleshooting issues
- Stay updated with procedural documentation and changes within Customer Operations, ensuring adherence to our current guidelines and process changes.
- 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
- Other duties assigned

Qualifications:

- 2-year experience in a peer support capacity role
- Completion of Business Administration Diploma or Equivalent
- Must have strong problem solving, analytical and organizational skills with the ability to prioritize work to meet tight deadlines.
- Exceptional business writing and verbal communication skills including presentation skills
- Must be detailed oriented and demonstrate excellent verbal, written and listening communication skills.
- Must have strong PC skills which include proficiency in Microsoft Office (MS Office) as well as demonstrates general understanding and operational knowledge of all systems used for our business (Scheduling tool - Community, Avaya, Salesforce/SAP, Workday, etc.).
- Must demonstrate 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).
- 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.
- Call center experience preferred.