Wfm Command Dialer Specialist

3 weeks ago

Markham, Canada TD Bank Full time

**TD Description**

Stay current and competitive. Carve out a career for yourself. Grow with us.
- The WFM Command Dialer Specialist is responsible for actively monitoring live-day staffing levels and real-time queue/campaign management activities for multi-site Contact Centres; providing consultative advice and recommendations to ensure optimal balance of available employees to meet the demands of the business.
- Reporting to the Workforce Command Dialer Intraday Manager, this role will interface directly with eWFM peers and the business, and will communicate with other functional departments when outages/equipment failures occur to ensure action plans are timely to minimize disruption to the Contact Centres.
- The WFM Command Dialer Specialist consistently demonstrates and exemplifies best practices in real-time analysis of all metrics for multiple Lines of Business including but not limited to: Forecast Variances, Service level targets, AHT target variances, Occupancy targets and Staffing requirements.
- The WFM Command Dialer Specialist works collaboratively with Business Partners, business representatives and others to enable the achievement of business and organizational objectives while exemplifying TD's brand and culture.

**Job Requirements**
- Your responsibilities will include monitoring and responding to unanticipated changes in staffing levels, call volumes and call times and communicating with the Intraday team as well as Call Centre Management to execute on strategies to enhance Customer and Employee experience.
- You will contribute to the analysis of daily staffing plans and ensure that optimal occupancy of staff is in place.
- You will be responsible for administering schedule modifications within IEX for absenteeism, shift trades and changes to non
- phone activities such as meetings and training days/times.
- You will be monitoring real time agent adherence to schedules and other non-phone activities and communicating regularly with the Intraday team on activities that are taking place within the site.
- You will be responsible to manage through the dynamic changes and fluctuations to staff schedules on a daily basis.
- You will play a key role in understanding the nature of the calls and impacts to call volumes, call times and load factors specific to the Local site and communicate results with the business unit as well as the Intraday team on a real time basis.
- Outbound aspects of this role include a dialer management component where you would be expected to execute, monitor and manage dialer campaigns to ensure optimal dialer performance is achieved

**Additional Information**
- Qualifications/Skills/Experience:
- Ability to thrive in a virtual team environment.
- General understanding of call center metrics.
- Requiring 2-3 years of strong performance and depth of experience in Contact Centre environments.
- Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels within the organization.
- Strong ability to multi-task and manage competing priorities.
- Must be highly organized, self-motivated, and exhibits self-leadership to achieve objectives.
- Must have strong analytical ability and requires heightened attention to detail to ensure accuracy in output.
- Consultative Business Partnering - demonstrates confident and credible collaborative partnering with others within own business.
- Business of the Bank - Understands the bank, understands the industry, understands the customer/client; consistently makes connections between current role and business realities ("makes meaning") for others, including peers and clients as appropriate.
- Adept at interacting with diverse groups (including making recommendations to all levels of leadership), comfortable with peer coaching, consistently shows personal leadership in a team environment, including interactions at multiple levels.
- Demonstrated effective, polished and professional presentation and facilitation skills to multiple audiences; Evidence of proactive involvement in taking a lead role on business and other teams, committees, boards or other groups.
- Fluency in verbal and written English is required (with French written and verbal being an asset).
- Ability to 'see the client' in all the services we provide.
- Understanding of Workforce Management processes, theory, platforms/systems and organization is an asset.

**Inclusiveness**

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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