Workforce Planning Coordinator-call

4 weeks ago


Montréal, Canada Air Canada Vacations Full time

**Description d'emploi**:
Handle the day-to-day activities of the Call Center to ensure optimum efficiency / Gérer les opérations quotidiennes du centre d’appels afin de garantir une efficacité optimale.

**Maternity Leave Replacement**

**RESPONSIBILITIES**:
Actively monitor the Interaction Supervisor software
Validate that the call center staff is following their schedule to ensure service levels are optimal
Approve last minute time off requests by following specified guidelines
Report on sick days and when employees arrive late to the HR department and Supervisors
Report the part time employees’ hours on a daily basis
Coordinate with the benefits team regarding employee leaves, expected departure dates and expected return dates
Action shift trade requests
Cross utilize staff to maintain service goals in all departments
Flag call center operational issues
Assist in developing operations schedules and develop all other schedules
Document employees ’ performance using their daily logs
Work with the training department in scheduling hoteliers or other vendors
Prepare payroll and ensure last minute updates are communicated to both the HR and Payroll team to avoid overpayments
Support the Workforce Specialist during implementation of Dayforce Workforce management module.

**KNOWLEDGE AND SKILLS REQUIRED**:
College degree and 3 years experience in a call center
Ability to work well under pressure and demonstrate sound decision making ability
Demonstrate strong interpersonal skills
Abilty to work independently, as well as in a team environment
Ability to prioritize work, multitask and adapt to sudden changes
Strong analytical and administrative skills
Knowledge of Interaction Supervisor/Interaction Administrator/Optimizer/Interaction Reporter, an asset
Fluently bilingual (French and English)

...................................................................

**Remplacement du congé de maternité**

**RESPONSABILITÉS**:
Effectuer un suivi actif à l’aide du logiciel Interaction Supervisor.
S’assurer que le personnel du centre d’appels suit son programme afin de garantir une qualité de service optimale.
Approuver les demandes de congé de dernière minute en suivant les directives spécifiées.
Signaler les jours de maladie et les retards des employés au département des RH et aux superviseurs.
Faire un rapport quotidien des heures des employés à temps partiel.
Coordonner avec l’équipe des avantages sociaux les congés des employés, les dates de départ prévues et les dates de retour prévues.
Traiter les demandes d’échanges de quarts de travail.
Faire appel à la polyvalence du personnel pour maintenir les objectifs de service dans tous les départements.
Signaler les problèmes opérationnels du centre d’appels.
Participer à l’élaboration des calendriers des opérations et concevoir tous les autres calendriers.
Documenter les performances des employés au moyen de fiches journalières.
Travailler avec le département de la formation pour établir le calendrier des hôteliers et autres vendeurs.
Préparer la paie et s’assurer que les mises à jour de dernière minute sont communiquées à l’équipe des RH et de la paie pour éviter les trop-perçus.
Assister le spécialiste de la main-d’œuvre lors de l’implémentation du module de gestion Dayforce Workforce.

**CONNAISSANCES ET COMPÉTENCES REQUISES**:
Diplôme d’études collégiales et 3 ans d’expérience dans un centre d’appels.
Capacité à travailler sous pression et à prendre des décisions éclairées.
Bonnes compétences interpersonnelles.
Habileté à travailler de manière indépendante ainsi qu’en équipe.
Capacité à établir des priorités dans le travail, à effectuer plusieurs tâches en même temps et à s’adapter à des changements soudains.
Solides compétences analytiques et administratives.
Connaissance d’Interaction Supervisor/Interaction Administrator/Optimizer/Interaction Reporter, un atout.
Parfaitement bilingue (français et anglais).



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