Team Manager, Call Centre Workforce Management

Find Your Limitless with RelianceBy joining Reliance as a Team Manager, Call Centre Workforce Management, you’ll become an important Team Member and will be provided with the tools you need to succeed.  We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us   What do we offer? The tools you need to succeed – including the tools for the job as well as training and development programs A successful and knowledgeable team to be part of and learn from Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential A great benefits plan for you / your family Career paths so you can advance in the company Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team   What will you do? Analyze historical trends (daily/weekly/monthly) to guide forecast accuracy Incorporate impacts from weather, marketing campaigns, and department changes Review and validate intraday forecasts and staffing action plans prior to execution Align with Workforce Planning (WFP) and Operations teams to anticipate volume fluctuations Deliver and manage DWMQY (Daily, Weekly, Monthly, Quarterly, Yearly) performance reports Respond to stakeholder requests for ad hoc analytics and historical transaction data Support call flow, acquisition, and real-time analytics initiatives Provide timely insights to drive operational and strategic decision-making Lead and implement process improvements and workforce efficiency projects Participate in budget planning, staffing models, and capacity planning (Cap Plan) meetings Set and monitor goals for the Workforce Planning (WFP) team Provide coaching, development, and regular 1:1s with team members Collaborate with departments across the organization to align on contact centre metrics Act as a first responder to customer-impacting issues Identify root causes and implement scalable, dynamic solutions with contingencies Communicate clearly and rapidly during incidents, acting as a bridge between teams and leadership Break down large problems into actionable tasks and assemble the right partners for quick execution   What do you bring? 3–5+ years of experience in workforce management, preferably in a call centre or contact center environment Proven experience with forecasting, scheduling, and real-time analysis Strong proficiency in WFM tools (e.g., NICE, Verint), Excel, and BI dashboards Ability to lead through ambiguity, prioritize multiple projects, and meet deadlines Strong interpersonal and communication skills with a collaborative, team-first mindset Experience in budget planning, performance reporting, and stakeholder engagement Leadership experience with coaching, mentoring, and team development  Why Reliance?As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.   This posting is for an existing vacancy. We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people. Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.   For more information, please visit www.reliancehomecomfort.com.   #LI-Hybrid #LI-SS1