Team Lead Workforce Management

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to over 1,200 Canadian franchised new car dealerships. Dealer partnerships are complimented with the strong backing and support of their automotive manufacturing brands, which include Volkswagen, Audi, BMW/MINI, Kia, Mazda, Hyundai and Mitsubishi Motors. LGM develops solutions that are win-win for all stakeholders including consumers, dealers, OEMs/manufacturers and underwriters.

The Team Lead, Workforce Management is responsible for workforce management and quality assurance oversight in the Customer Experience division. He/she will oversee workforce planning optimization, including short, medium and long-term capacity planning and post-performance analysis. In addition, the Team Lead will assist managers and senior leadership in the Customer Experience department - providing direction, guidance and tactical leadership support in areas relating to resource allocation, headcount and annual budget planning. As a quality leader, the Team Lead will also ensure that proactive quality assurance, quality control and audit protocols (internal and external) are implemented and regularly taking place in relation to both operational and planning activities.

**Responsibilities**:

- Accountable for achieving designated forecasting accuracy goals at a weekly, daily, and intraday level for all queues.
- Support intraday WFM staffing in the real-time management of the various LGM contact center queues
- Develop, implement and oversee the execution of forecasting methodologies that will maximize forecast accuracy, and product more effective plans that meet service level performance targets down to the intraday level
- Produce short, mid and long-range forecasting plans for all business units within the Customer Experience division, while maintaining a forecast accuracy of +/-5%
- Lead weekly management briefings highlighting past performance and projections for the coming week/month for Customer Experience business units, where required
- Make quarterly recommendations to the Vice President, Customer Experience and Director, Business Development Centre on maximizing the efficiency of LGM’s contact center operations and inside sales division from a resource allocation perspective, while enabling customer facing staff to meet or exceed established KPI’s (I.e. FCR, speed of decision, quality, and CSAT).
- Partner with operational units and line manage the Workforce Analyst to provide targets for off-phone activities at an intraday level, including coaching, meetings, training, etc.
- Ensure that proactive quality assurance, quality control and audit protocols (internal and external) are implemented and regularly taking place
- Perform monthly one on one coaching sessions; managing Workforce Analyst and Quality Assurance Representative staffing to develop staff members and improve performance.

**E**xperience**:

- 3+ years of experience specifically in Workforce Management forecasting. Should be in a mid to large, multi-site contact center operation
- 3+ years of experience working with WFM tools such as Impact360, Injixo, Calabrio, EmpowerWFM, InVision etc.
- 2+ years of experience quality audit and/or quality monitoring experience in a contact center environment (preferably Claims and Customer Service quality and audit)
- Demonstrated success in forecasting contact levels, handling time, and other workload requirements in order to build accurate plans down to the intraday level.
- Experience with skills-based routing with an in-depth understanding of contact center metrics required.
- Must possess advanced analytical skills with advanced Excel experience required
- Must possess excellent oral and written communication skills.
- Strong meeting facilitation and presentation skills.

**Additional Skills/Education Requirement**
- Contact Centre Industry WFM certification (required)
- ASQ Auditing Fundamentals Levels 1&2 (preferred)
- Bilingual (English/French) oral and written (Asset)
- BA or higher with a focus on Mathematics and/or Statistics or equivalent industry experience in Workforce Management or Quality Assurance.

**Education**
- BA with a focus on Mathematics and/or Statistics ideal
- Demonstrated, relevant experience in Workforce Management will be strongly considered in lieu of educational requirement
- Contact centre industry WFM certification an asset

We invest heavily in our people and as an organization we are committed to providing our employees opportunities for “stretch” assignments, career path planning and professional development.

We offer a hybrid working environment. We offer a highly competitive compensation package including: comprehensive health benefits plan, Group RRSP, performance bonus, education sponsorship, and four paid days when “giving back” to the community. We also