Workforce Management Team Leader Tls Canada

6 months ago

Toronto, Canada Amex Full time

**Y**ou Lead the Way. We’ve Got Your Back.**

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience,
having the most exceptional colleagues is paramount. You can create positive interactions with your internal customers every day. And, you can grow your skills through industry-leading training and ongoing coaching. Find your place in Work Force Planning on** #TeamAmex**.

**How will you make an impact in this role?**

This position is responsible for providing planning and support of the Operational Performance within Tarvel & Lifestyle Canada in partnership with Central teams and will identify/maximize opportunities to enhance operational efficiencies.
- Communicate and coordinate with Operations and Centralized Call Management regularly on work force planning as well as other scheduling or staffing issues/adherence.
- Lead a Team of WFM analysts based in Canada who work in office and virtually
- Manage, update and report scheduling and real-time activities in the Business Unit
- Manage and note exceptions into the necessary reporting systems in a real-time manner.
- Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders / Leads
- Manage the vacation and shift change requests for the department.
- Update members of the Management team staffing issues, reporting and systems.
- Provide assistance and support to the leadership team by communicating systems/Voice response and telecommunication issues to operational groups.
- Work closely with the Operations and Floor Management Team to ensure that staffing issues are communicated and escalated when necessary.

**Minimum Qualifications**
- Excellent oral and written communication skills with internal/external customers and partners
- Motivated, Self-reliant and directed who is able to work with mínimal supervision
- Exemplary organizational and time management skills to effectively coordinate multiple projects simultaneously
- Strong leadership and interpersonal skills
- Able to work in a diverse team environment
- Strong knowledge of Amex Work Force Planning and Business Systems as well as all Microsoft Office programs
- High level of accuracy and attention to detail in an environment requiring high output, speed and multiple demands
- Must be flexible with shift to accommodate business needs including weekends & outside normal department operating hours (if necessary)

**Preferred Qualifications**
- Minimum 3-years with Call Center Operations with preferred focus on Work Force Planning and Scheduling
- Experience in Leading a team of Work Force planners
- Unique requirements of knowledge: Connex (Genesys),

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities

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