Workforce Management Specialist I
6 months ago
As a **Workforce Management Specialist,** you will plan and track our CEx contact centers schedules and operations using our WFM tools. You will provide management information and productivity forecasts by observing customer call patterns, and you will develop and analyze KPIs to identify patterns and trends. You will collaborate with several teams (QA, learning, operations) to schedule the necessary training and associate coaching to ensure our commitment towards quality is met.
Your Moneris Career - What you'll do
- Prepare and adjust schedules using WFM tools based on business requirements (trainings, shift bid process, agent preferences and overtime based on the intraday reports on performance and our goals)
- Build and test flexible staffing models focused on employee engagement and work life harmony enhancements and to help leaders in decision-making
- Identify schedules and plan changes in relevant databases and escalate issues to the appropriate team
- Track and review workforce management data, including highlighting trends, performance indicators and productivity
- Gather information from workforce management systems to facilitate report preparation, budget development or other measurements as identified
- Respond to standard workforce data requests from different departments throughout the organization and escalating requests
- Track and input daily exception requests and update schedules accordingly
- Maintain several WFM tools and set ups (e.g., Five9 entities) and update calendar of events for all our call center teams
Your Moneris Career - What you bring
- 3+ years of Workforce Management and Scheduling experience
- Post-secondary diploma or degree in a related discipline
- Hands-on experience with Workforce Management tools (Verint, Five 9, Genesys) and Automated Call Distribution (ACD) systems
- Highly Proficient in Microsoft Office tools
- Customer-focused mindset with experience in problem solving, teamwork, adaptability, planning, decision making, and data analysis
- Must be open to a hybrid work arrangement combining in-office and remote work, to support our flexible work environment
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
**Location**:You will be based in our Toronto office and will work in a Hybrid model.
**Reporting Relationship**: You will report to the Manager, Planning and Monitoring
**Benefits**:
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match
Schedule:
- Monday to Friday
**Education**:
- Bachelor's Degree (preferred)
Ability to Commute:
- Toronto, ON (required)
Work Location: In person
-
Workforce Benefits Manager
3 weeks ago
Toronto, Ontario, Canada Quantum Management Services Ltd. Full timeAre you a detail-oriented professional with a passion for benefits administration and compensation analysis? Do you have experience in HRIS systems and leave processes? We're seeking a Workforce Benefits Manager to join our team at Quantum Management Services Ltd. in Canada.About the RoleWe are a trusted leader in commercial property management and leasing...
-
Global Support Specialist
3 weeks ago
Toronto, Ontario, Canada PeopleToGo Full timeJob Title: Global Support Specialist - Workforce Management ExpertWe are seeking a highly skilled and experienced Global Support Specialist to join our team at PeopleToGo. This is a challenging and rewarding role that requires strong technical skills, excellent communication abilities, and a passion for delivering exceptional customer service.
-
I&it Project Manager
7 months ago
Toronto, Canada Ministry of Natural Resources and Forestry Full timeOntario is building a world-leading digital government. Innovative future-ready technology is what will bring exceptional people-focused services to life for the people and businesses of Ontario. Are you a strong and experienced IT project manager looking to create solutions and solve challenges in our dynamic and rapidly changing world? Join the Land and...
-
Procurement Specialist I
1 month ago
Toronto, Ontario, Canada The Toronto-Dominion Bank (Canada) Full timeJob Description:Job Title: Procurement Specialist ILocation: Mississauga, Ontario, CanadaJob Type: Full-timeJob Summary:We are seeking a highly motivated and detail-oriented Procurement Specialist I to join our team. As a Procurement Specialist I, you will be responsible for managing sourcing initiatives, analyzing data, and providing recommendations to...
-
Contingent Workforce Specialist
1 month ago
Toronto, Ontario, Canada CB Canada Full timeJob Overview:The Customer Support Specialist plays a crucial role in facilitating day-to-day processes within our Contingent Workforce/SOW program. This includes managing various aspects of the worker lifecycle and providing front-line customer service to internal and external stakeholders.Key Responsibilities:First Point of Contact: Handle phone and email...
-
Bilingual Workforce Planner
1 week ago
Toronto, Ontario, C6A, Ontario, Canada Hudson's Bay Company Full timeAddress:123 Remote StBilingualism in English and French is mandatory for the role. Lead a Brilliant Career.Bring your authentic self to work everyday, and help our customers express themselves, style their home, and live their life in a way that reflects who they truly are. As a brand, we celebrate the differences that make each and every one of us unique...
-
F&i Specialist
6 months ago
Toronto, Canada Amynta Group Full timeWe’re thrilled that you are interested in joining us here at the Amynta Group! The F&I Specialist is responsible for achieving store sales targets through the sales of Finance & Insurance (F&I) products and utilizing the reporting tools to run sales reports. Essential Responsibilities: - Takes turn overs and performing all business office related...
-
Contingent Workforce Specialist
6 months ago
Toronto, Canada Intact Full timeOur employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts. Feel empowered to learn and grow while being valued for who you are - here, diversity is a strength. You...
-
Electrical Systems Specialist
3 weeks ago
Toronto, Ontario, Canada MGR Workforce Full timeJob Title: Electrical Systems SpecialistMGR Workforce is seeking an experienced Electrical Systems Specialist to join our team. As a key member of our tunneling projects, you will be responsible for overseeing the entire lifecycle of electrical systems, from procurement and installation to operation and maintenance.About the Role:This role involves ensuring...
-
Skilled Facility Operations Specialist
3 weeks ago
Toronto, Ontario, Canada MGR Workforce Full timeWe are seeking a skilled Facility Operations Specialist to join our team at MGR Workforce. This role is ideal for candidates with experience in building maintenance, HVAC, and BAS systems who can work flexible shifts.In this position, you will perform skilled and semi-skilled tasks in installing, operating, and repairing mechanical and electrical equipment,...
-
Workforce Planning Manager
6 months ago
Toronto, Canada VGW Full timeWorkforce Planning Manager **Hybrid** **VGW is a fast-growing technology company and creator of market-leading online social games. **With offices around the globe, we're on a mission to be the biggest gaming company in the world!** The role of the W**orkforce Planning Manager **is to oversee, manage and implement workforce principles and methodologies...
-
Junior Sales Manager
6 months ago
Toronto, Canada Entuitive Workforce Compliance Full time**Company Overview**: Entuitive Workforce Compliance is a dynamic and innovative company dedicated to providing comprehensive workforce compliance solutions. We pride ourselves on our commitment to excellence and our ability to stay ahead of industry trends. As a Junior Sales Manager, you will play a key role in supporting the sales team and driving revenue...
-
Toronto, Ontario, Canada Baycrest Full timeJob Description:Baycrest is seeking a skilled Strategic Workforce Planning and Analytics Specialist to join our team. As a key member of the HR department, you will be responsible for analyzing workforce data, developing strategic plans, and implementing technology solutions to enhance organizational effectiveness.Responsibilities:Data Analysis and Reporting...
-
Certificate Specialist I
6 months ago
Toronto, Canada The Judge Group Full timeJob Description - Certificate Specialist I Core Competencies Relationship Management - Builds and nurtures effective and collaborative relationships - Organize and prioritize work schedule to meet client needs - Actively supports the interests of the client service team, Marsh and other colleagues. - Alignment with the client needs by making choices and...
-
I&it Project Manager
7 months ago
Toronto, Canada Ministry of Education Full timeThe Ministry of Education is looking for an IT professional to join the Community Services I&IT Cluster's Project Management Office, to lead initiatives and provide services related to project control activities, work with project managers and their teams to help ensure effective risk management, and delivery of high-quality solutions for the cluster's...
-
I&it Lead Technology Specialist
6 months ago
Toronto, Canada Ministry of Natural Resources and Forestry Full timeConsider this fantastic leadership opportunity with the Land and Resources Cluster of the Ontario Public Service (OPS). We are looking for a motivated professional with Salesforce knowledge and skills, to join our team, in the role of I&IT Lead Technology Specialist. If this challenging opportunity interests you then don't hesitate to apply! - 300 Water...
-
Contingent Workforce Specialist – IT Finance
6 months ago
Toronto, Canada Intact Financial Corporation Full timeOur employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts. Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You...
-
SAP Cloud Workforce Specialist
6 days ago
Toronto, Canada 2iSolutions Inc. Full timeJob SummaryWe are seeking a Senior Workforce Time and Attendance and Scheduling Configuration Specialist to join our team at 2iSolutions Inc. This role will be responsible for configuring and implementing Workforce Software (WFS) modules and business rules.About the RoleThis is a hybrid role, requiring 2 days on-site at our Toronto office and 3 days remote....
-
I&it Itsm Process Lead
2 months ago
Toronto, Canada Ontario Ministry of the Solicitor General Full timeWould you like to be part of an organization that is focused on sustaining and improving the Public Safety Radio Network services that our province relies on to protect our communities and keep Ontarians safe during emergencies? Are you an innovative and collaborative leader that identifies opportunities for continuous improvement and building strong...
-
Mgr Workforce Management
6 months ago
Toronto, Canada Workplace Safety and Insurance Board Full timeThe Manager, Workforce Management, is primarily responsible for optimizing workforce efficiency and ensuring smooth operations within multi-program areas and supporting Multi/Omni channel contact center environment. This role is also responsible for effectively managing workload forecasting, staff scheduling, and real-time staffing adjustments to meet...