Chief Operations Officer, Contact Centre Optimization

4 days ago


Markham, Ontario, Canada Enercare Inc. Full time

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 Role

In 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.
Key Responsibilities

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.
Requirements

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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