Workforce Management Agent

23 hours ago

Montréal, Canada Transat Tours Canada Full time

**Company Description** Be part of the journey** Our mission is to be the preferred airline of our customers and our team. Open-mindedness, concern for others, intelligence at work, and above all, a good dose of fun allow us to achieve great things every day. Our commitment has earned us the title of best leisure airline in the world several times, and this is just the beginning. Want to join us? You will have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You will also have the opportunity to work in modern and inspiring work environments.

In collaboration with the contact center manager, the Workforce Management Coordinator is responsible for the daily and weekly optimization of the contact center. Specifically, the person must ensure that the optimal number of staff is available at all times to maximize various performance and efficiency results in the sectors.

**Responsibilities**
- Monitor traffic on the different queues and agent adherence continuously.
- Manually adjust schedules or configure settings to enable automated tasks.
- Make necessary call routing adjustments to balance service level results.
- Analyze, document, and present operational performance results.
- Adjust daily and upcoming forecasts based on recent trends and additional information received.
- Communicate current results and the action plan for the next few hours.
- Validate the coding of activities in schedules to ensure payroll file processing.

**Qualifications**
- Degree in workforce management or a related field, or a combination of relevant education and work experience.
- Experience in workforce management, real-time management.
- Advanced knowledge of contact center performance indicators.
- Proficiency in Office 365 tools, with an intermediate level of Excel required.
- Knowledge of the tools used by us: NICE IEX, EEM, Genesys Cloud, SharePoint, Office 365.
- Desire to excel daily and be part of a dynamic and collaborative team.
- Ability to manage multiple activities simultaneously, prioritizing for oneself and with the work team.
- Operational coverage required for the team is 7 days, including holidays, generally during daytime hours (7 am-6 pm).
- Oral and written fluency in French and English.

**Additional Information**
- Workplace: Remote (from Quebec) primarily, otherwise occasionally at 300 Léo-Pariseau in Montreal.
- Full-time (37.5 hours/week).

LI-FB1
- _A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally._

**Employment Equity

  • Workforce Management Coordinator

    3 days ago

    Montréal, Canada Transat Tours Canada Full time

    **Company Description** Be part of the journey!** Our mission is to be the preferred airline of our customers and our team. Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for...

  • Workforce Management and Operational Reporting Analyst

    23 hours ago

    Montréal, Canada Transat Tours Canada Full time

    **Company Description** Be part of the journey!** Our mission is to be the preferred airline of our customers and our team. Open-mindedness, concern for others, intelligence at work, and above all, a good dose of fun allow us to achieve great things every day. Our commitment has earned us the title of best leisure airline in the world several times, and...

  • Talent Agent Assistant

    2 weeks ago

    Montréal, Canada Public Image Management Full time

    Public Image Management is an international talent management firm based in Montreal, Quebec, Canada. The only talent management firm in Canada that operates internationally both managing talent careers and working directly with international top fashion brands. Public Image was founded by partners that have spent over 30 years collectively working in both...

  • Workforce Management Business Analyst

    1 week ago

    Montréal, Canada Kruger Inc. Full time

    _ - RESPONSIBILITIES AND ACCOUNTABILITIES_ - System Configuration and Optimization: Configure and optimize the Kronos/UKG system to meet the organization's workforce management needs, including time and attendance, scheduling, and labour analytics. - Business Analysis: Conduct thorough analysis of current workforce management processes and identify areas for...

  • Team Lead Workforce Management

    6 days ago

    Montréal, Canada LGM Financial Services Inc. Full time

    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...

  • Agentic AI Manager

    3 days ago

    Montréal, QC, Canada KPMG Canada Full time

    Overview At KPMG, you will be part of a diverse and dedicated team of problem-solvers with a shared goal: turning information into opportunities for our clients and communities around the world. We are looking for a strategic leader who is passionate about technical challenges to lead data-driven and AI-focused digital transformation projects, with a...

  • Influencer Talent Agent

    22 hours ago

    Montréal, QC, Canada Dulcedo Management Full time

    Dulcedo Management debuted as a high-profile modeling agency and has now grown into the largest multidisciplinary talent management group in Canada and a leader in North America. Our reach spans to all spheres of sports and entertainment, from our offices in the Old Port of Montreal to Toronto and remotely around the world. Our team of experienced agents...

  • Agent(E) de Location

    1 week ago

    Montréal, Canada One management Capital Full time

    **Présentation**: Nous recherchons une personne très motivée et orientée vers le client pour rejoindre notre équipe en tant qu'agent de location. En tant qu'agent de location, vous jouerez un rôle crucial en attirant et en conservant des locataires pour nos propriétés. Il s'agit d'une opportunité passionnante de travailler dans le domaine très...

  • Front Desk/ Security Agent

    1 week ago

    Montréal, Canada Santelli Asset Management Full time

    We are seeking **professional and customer-focused Front Desk Security Agents** to join our team at luxury condominium buildings in Downtown and Outremont. This position is critical in ensuring the safety and security of residents while delivering outstanding customer service. **Key Responsibilities**: - Greet and assist residents, guests, and visitors...

  • Leader, Workforce Planning

    5 days ago

    Montréal, Canada Pomerleau Full time

    **_Ready to build your career? We want to hear from you._** As a Leader, Workforce Planning working in the Talent, Culture & Leadership team at Pomerleau Construction, you will play a pivotal role on identifying workforce risks and issues which may affect future demand as well as making sure there is full visibility on talent capacity to get ahead of the...