Workforce Management Lead

**WORKFORCE MANAGEMENT LEAD**

**Winnipeg, MB**

**_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_**

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.

The Workforce Management Lead is responsible for establishing and delivering a centralized workforce management strategy for
the Customer Care Division. You will lead a team accountable for demand forecasting, resource scheduling, intra-day performance,
and contact handling technology (Genesys) support. You will monitor customer interaction volumes and performance and inform
Divisional leadership of material variations to operational requirements, customer behavior and agent performance that may impact
volume forecasts, resource schedules, and achieving service level. You will be responsible for staying current on emerging contact
centre and workforce management industry trends and for establishing and reporting on key indicators that enable the effective
delivery of inbound and outbound service experiences to our Customers.

**_ Responsibilities:_**
- Develop a workforce management strategy and complex resourcing models to perform comprehensive assessments of

interaction demand to generate, implement, and maintain forecasted resource plans.
- Accountable for success of the workforce management strategy and for achieving target service level performance objectives

for Customer Care.
- Work closely with Customer Care leadership to understand available and upcoming resource capacity and establish

resourcing plans to proactively address anticipated volume and capacity impacts on achieving target service levels.
- Assist in creating a consistent operating model for the Contact Centre leadership and agents along with a performance

dashboard that aligns with Divisional, Business Unit and enterprise-wide scorecards.
- Support Contact Centre leadership by monitoring intra-day schedule adherence and interaction handling behaviours of agents

and proactively implement real-time adjustments to resourcing plans based on regularly evolving capacity constraints.
- Gather feedback regularly to identify best practices in workforce management to ensure consistent mitigation activities are

timely and data driven.
- Proactively refine resourcing models using data from Genesys call handling technology to continuously improve operational

outcomes and forecasting accuracy.
- Host daily, weekly and ad hoc huddles with key stakeholders reporting on workforce efficiency and utilization/occupancy

opportunities with sophisticated dashboard presentations.
- Develop and provide perspectives on the operational impact of alternate workforce models (e.g. shift/schedule alterations) to

improve service level outcomes.
- Produce actionable insights on performance opportunities discovered among real time transactions (calls, chat) vs. deferred
- Collaborate with other stakeholders to monitor upcoming customer campaigns that influences our staff requirements and

develop mitigation tactics.
- Maintain awareness of emerging industry strategies and tools in contact centre operations in various office/work-from-home

models.
**_ Qualifications:_**
- A four-year degree from an institute of recognized standing (Business related or a relevant discipline), with a minimum of five

years of related combined supervisory or workforce management experience in contact center operations;
OR
- A two-year Diploma from an institute of recognized standing (Business related or a relevant discipline), with a minimum of

seven years of related combined supervisory or workforce management experience in contact center operations.
- Two years of experience directly related to developing strategies and implementing comprehensive workforce management

policies and procedures in contact center operations.
- Demonstrable experience in developing and implementing tactics to improve schedule adherence, resource occupancy and

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56603112-01
- utilization.- Demonstrate an outside-the-box thinking and a growth mindset to identify opportunities to create efficiencies and present
- data-driven (quantitative/qualitative) recommendations.- Demonstrable experience in developing and using resource modeling and data reporting tools to illustrate customer contact
- center and back-office performance levels.- Experience with local, provincial, federal labour laws and collective bargaining agreements as it relates to the development

and implementation of a workforce management strategy.

**_ Great Benefits_**
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach t