Workforce Management Associate

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Our Workforce Management Associates are responsible for the creation and maintenance of employee schedules, as well as assisting in floor management to ensure service level targets are met in the Care Access Centres (CAC). This role involves a mix of both short-term and long-term forecasting using historical trends to predict the future needs of our centres

Forecast and Capacity Planning (60%)
- Prepare and manage CAC performance reports;
- To analyze and create forecast models based on historical data and predicting future trends;
- Evaluate and determine FTE requirements based on forecast model

Real-Time Monitoring (15%)
- Monitor the Real-Time operation of the call queues and service levels;
- Take action to maximize scheduling adherence;
- Assist with managing the phone staffing.

Schedule creation and maintenance (25%)
- Help create and maintain monthly schedules for all of call centre agents;
- Schedule all staff training;
- Help the supervisors to choose the best times, and schedule product knowledge tests, coaching, create all consistent meeting schedules for any departmental requests;
- Create the New Hire transition schedules. Create all last minute meeting requests, for example senior management visits, company changes debriefing, with as little as one hour turnaround;
- Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members (including supporting the supervisors/helpdesk);
- Manage the shift trade process for CAC staff members;
- Generate several statistical reports of call volume patterns and make accurate decisions on the placement of shifts based on these reports;
- Audit CAC Timesheets when needed;
- Conduct ongoing schedule analysis directed at improving scheduling efficiencies;
- On-call and available for staff’s scheduling problems 24/7 via cell phone if needed;
- Other duties as assigned;

Succeeding as a Bilingual Workforce Management Associate will require the following core qualifications and skills
- Post-secondary education (strong preference for those that have obtained their degree/diploma) in a Business Management or Administrative field;
- Minimum of six months of experience scheduling or workforce management experience in a call centre environment;
- Bilingualism in French and English is an asset
- Additional call centre experience a strong asset;
- Strong analytical skills and demonstrated experience with both short-term and long-term forecasting;
- Strong attention to detail and ability to multitask with excellent communication skills;
- High level of proficiency in Microsoft Excel using Pivot Tables, V Lookup, H Lookup, and basic macros.

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.