Workforce Management Support Clerk

5 months ago

Winnipeg, Canada City of Winnipeg Full time

Under the general supervision of the 311 Workforce Management Analyst, the Workforce Management Support Clerk is responsible for performing Workforce Management support functions for operations. The position is responsible for intra-day queue management in real time, assisting with shift trades, maintaining schedules and staffing documentation, and gathering data when needed. This position works closely with the Analyst to ensure the Contact Centre is appropriately staffed to deliver optimal service against pre-determined service levels.

**As the Workforce Management Support Clerk you will**:

- Perform real time resource allocation to ensure service level requirements are met.
- Provide administrative support to maintain schedules and staffing documentation.
- Maintaining and updating internal reports to assist management with decision making.
- Assist the Analyst with new initiatives and act in their absence.

**Your education and qualifications include**:

- Grade 12 education or equivalent.
- Ability to interpret and identify real time trends related to service level management, resource management and to make timely recommendations.
- Strong attention to detail with ability to maintain accurate records and files in accordance with FIPPA and PHIA.
- Strong interpersonal skills to work effectively and tactfully with various contacts including internal, external and the general public.
- Ability to prioritize and meet deadlines.
- Strong decision-making skills with the ability to use sound judgement.
- Excellent written communication skills to summarize and document complex procedures.
- Excellent verbal communication skills with the ability to communicate complex procedures calmly and professionally in plain language.
- Proficiency using Microsoft Office including Word (basic), Outlook (basic) and Excel (advanced) with the ability to navigate between a variety of computer systems simultaneously.

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
- Ability to work various shifts including evenings, weekends and overtime as required.

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