Chief Operations Officer, Contact Centre Optimization
4 days ago
Enercare Inc., a leading home and commercial services company in Canada, is seeking an exceptional Chief Operations Officer, Contact Centre Optimization. This role offers an estimated salary of CAD 120,000 - 180,000 per annum.
About the RoleIn this pivotal position, you will oversee planning and optimization of resource utilization in our omni-channel contact center. Your primary objective will be to create seamless linkages between business cases, financial forecasting, workforce forecasting, and vendor management teams to ensure exceptional customer experiences.
- You will manage the intake process to understand and forecast marketing and product campaigns, which drive incremental demand volumes, headcount, and resources.
- Maintain accurate forecasts and present associated costs and resources to the division SVP for necessary approvals.
- Collaborate with Client Account and Business Leads to determine data and analytics requirements.
- Partner with workforce teams to build/use forecasting models to pre-plan capacity required to meet demand.
Your responsibilities as Chief Operations Officer, Contact Centre Optimization include:
- Developing and maintaining strong partnerships with cross-functional stakeholders to promote and provide awareness of performance results.
- Ensuring accurate reporting on metrics to drive the business through collaboration with BI partners.
- Oversight into the performance metrics of each Line of Business and building business cases to drive improvements or efficiencies.
- Promoting a culture of continuous improvement and accountability within the team.
To succeed in this role, you must possess:
- Exceptional analytical skills, with the ability to analyze data, forecast workload, and implement effective staffing strategies.
- Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
- Deep knowledge of contact center technology and workforce management tools.
- A bachelor's degree in business administration, operations management, or a related field is preferred.
- A minimum of 8+ years of progressive workforce management experience supporting contact centres (planning, forecasting, reporting + analytics).
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Markham, Ontario, Canada Enercare Inc. Full timeEnercare Inc., a leading home and commercial services company in Canada, is seeking an experienced professional to fill the role of Chief Planning Officer, Contact Center Optimization.About Enercare Inc.We are one of Canada's largest service providers, delivering energy-efficient products and services to our customers. Our purpose is to empower Canadians to...
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