Workforce Management Specialist I

1 week ago

Toronto, Canada Moneris Full time

As a **Workforce Management Specialist,** you will plan and track our CEx contact centers schedules and operations using our WFM tools. You will provide management information and productivity forecasts by observing customer call patterns, and you will develop and analyze KPIs to identify patterns and trends. You will collaborate with several teams (QA, learning, operations) to schedule the necessary training and associate coaching to ensure our commitment towards quality is met.

Your Moneris Career - What you'll do
- Prepare and adjust schedules using WFM tools based on business requirements (trainings, shift bid process, agent preferences and overtime based on the intraday reports on performance and our goals)
- Build and test flexible staffing models focused on employee engagement and work life harmony enhancements and to help leaders in decision-making
- Identify schedules and plan changes in relevant databases and escalate issues to the appropriate team
- Track and review workforce management data, including highlighting trends, performance indicators and productivity
- Gather information from workforce management systems to facilitate report preparation, budget development or other measurements as identified
- Respond to standard workforce data requests from different departments throughout the organization and escalating requests
- Track and input daily exception requests and update schedules accordingly
- Maintain several WFM tools and set ups (e.g., Five9 entities) and update calendar of events for all our call center teams

Your Moneris Career - What you bring
- 3+ years of Workforce Management and Scheduling experience
- Post-secondary diploma or degree in a related discipline
- Hands-on experience with Workforce Management tools (Verint, Five 9, Genesys) and Automated Call Distribution (ACD) systems
- Highly Proficient in Microsoft Office tools
- Customer-focused mindset with experience in problem solving, teamwork, adaptability, planning, decision making, and data analysis
- Must be open to a hybrid work arrangement combining in-office and remote work, to support our flexible work environment

Your Moneris Career - What you get
- Comprehensive Total Rewards Program including bonuses and flexible benefits plans starting from Day 1
- RRSP matching & defined contribution pension plan
- Learning & development programs and resources including unlimited free access to LinkedIn Learning, Coursera and an Educational Assistance Program
- Holistic approach to your well-being, with an Employee Assistance Program for you and your family, monthly wellness events and a supportive workplace culture

**Location**:You will be based in our Toronto office and will work in a Hybrid model.

**Reporting Relationship**: You will report to the Manager, Planning and Monitoring

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

Ability to Commute:

- Toronto, ON (required)

Work Location: In person

  • Workforce Specialist

    6 days ago

    Toronto, Canada VGW Full time

    VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. Our Operations team in Toronto are currently looking for a Workforce Specialist. As a Workforce Management Specialist, you will collaborate with VGW support teams to determine schedules and provide real-time monitoring analysis to...

  • Workforce Specialist

    1 week ago

    Toronto, Canada JVS Toronto Full time

    **Workforce Specialist, Job ID #7069**: - Integrated Employment Services / 35 hours per week / 1 year contract with possibility of renewal / Starting ASAP / Keele & Finch_ **Who is JVS** Our employees benefit from a group benefit plan, a friendly work environment, monthly wellness initiatives, access to an employee assistance program (EAP), opportunities...

  • Employee Communications Specialist

    1 week ago

    Toronto, Canada HSB BI&I Full time

    **Employee Communications Specialist **(M/F/d)**: **Primary Objectives**: The Employee Communications Specialist is essential to the development and delivery of employee communication plans, programs, and activities that inform, excite, and inspire our employees by building connections across our strategic priorities, Human Resources initiatives, and...

  • Medical Management Specialist I

    2 weeks ago

    Toronto, Ontario, Canada Elevance Health Full time

    Anticipated End Date: Position Title:Medical Management Specialist IJob Description:Medical Management Specialist I Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and...

  • Medical Management Specialist I

    2 weeks ago

    Toronto, Ontario, Canada Elevance Health Full time

    Anticipated End Date: Position Title:Medical Management Specialist IJob Description:Medical Management Specialist I Location: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and...

  • Workforce Specialist

    1 week ago

    Toronto, Canada JVS Toronto Full time

    **Workforce Specialist, Job ID #7072**: - Integrated Employment Services / 35 hours per week / 1 year contract with possibility of renewal / Starting ASAP / Toronto Centre_ **Who is JVS** Our employees benefit from a group benefit plan, a friendly work environment, monthly wellness initiatives, access to an employee assistance program (EAP), opportunities...

  • F&i Specialist

    2 weeks ago

    Toronto, Canada Amynta Group Full time

    We’re thrilled that you are interested in joining us here at the Amynta Group! The F&I Specialist is responsible for achieving store sales targets through the sales of Finance & Insurance (F&I) products and utilizing the reporting tools to run sales reports. Essential Responsibilities: - Takes turn overs and performing all business office related...

  • I&it Lead Technology Specialist

    4 days ago

    Toronto, Canada Ministry of Natural Resources and Forestry Full time

    Consider this fantastic Geographic Information Systems (GIS) leadership opportunity. The Land and Resources Cluster of the Ontario Public Service (OPS) is currently looking for a motivated professional with GIS/IT knowledge and skills, to join our team, in the role of I&IT Lead Technology Specialist. If this challenging opportunity interests you then don't...

  • Manager, IT Workforce Management

    3 weeks ago

    Toronto, Canada Quantum Management Services Ltd. Full time

    Manager, IT Workforce Management & Capacity Planning Join to apply for the Manager, IT Workforce Management & Capacity Planning role at Quantum Management Services Ltd. Position: Manager, IT Workforce Management & Capacity PlanningLocation: 5 days onsite, Downtown TorontoJob Type: Permanent Role Overview We are seeking an experienced Manager, IT Workforce...

  • Manager, IT Workforce Management

    3 weeks ago

    Toronto, Canada Quantum Management Services Ltd. Full time

    Manager, IT Workforce Management & Capacity Planning Join to apply for the Manager, IT Workforce Management & Capacity Planning role at Quantum Management Services Ltd. Position: Manager, IT Workforce Management & Capacity PlanningLocation: 5 days onsite, Downtown TorontoJob Type: Permanent Role Overview We are seeking an experienced Manager, IT Workforce...