Workforce Planner, Contact Center Operations

Workforce Planner, Contact Center Operations

Reports to – Director, BDC Operations

Location-REMOTE

Quorum is currently looking for a Workforce Planner, Contact Center Operations to join our team.

THE COMPANY

Quorum focuses on developing innovative and integrated software tools and applications for our dealership customers. We couldn't do it without key team members that are as enthusiastic about our technology as they are about customers satisfaction.

THE OPPORTUNITY

Workforce Planner, Contact Center Operations–A process-driven leader focused on operational excellence and data-informed decision-making, dedicated to optimizing team effectiveness through metric-based performance management. Reporting to the Director, BDC Operations; this position is responsible for managing contact forecasting, agent scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals.

Individual Accountabilities

• Operational oversight ; ensure staffing coverage aligns with call arrival patterns.
• Review and manage attendance, scheduling, and schedule adherence metrics across teams.
• Coordinate staffing assignments to optimize efficiency and minimize gaps. (confirm that this role would be responsible for establishing/managing the process, but TMs are the day-to-day executors)
• Monitor performance on common Key Performance Indicators (KPI) such as Answer Rate, Response Times, Attendance and Schedule Adherence.
• Review and analyze Core Performance Reports provided by Data Analyst identifying performance issues and initiating appropriate troubleshooting.
• Monitor short and suspect call counts to identify trends or agent specific challenges.
• Act as an escalation point for persistent issues that impact KPI achievement.
• Analyze client experience data and identify performance enhancement opportunities.
• Provide subject matter expertise on DealerMine reporting, system configuration and feature optimization.
• Generate reporting and analytics around the use and success of new AI tools.
• Act as primary point of contact for LiveXchange.
• Collaborate with the BDC Manager to support the recruitment and hiring of hourly BDC staff based on operational needs.

Shared Accountabilities

• Partner with Customer Success to ensure we are actively working to improve the customer experience.
• Assist with the preparation of data and insights for client calls.
• Participate in meetings with the Customer Success Team to identify areas of opportunity and execute the customer retention strategy.
• Identification and assistance with testing plans and use cases.
• Collaborate with the BDC Operations Specialist by leveraging insights and trends identified through operational analysis
• Collaborate with the BDC Onboarding Specialist to improve reference resources, and processes to optimize customer experience.
• Lead and collaborate in troubleshooting system and addressing non-behavioural issues across teams and organizations as necessary.

Additional Details

• Our Business Development Center (BDC) has hours of operation between 7:00 am till 11:00 pm Monday to Friday and 8:00 am till 9:00 pm on Saturdays. The center is closed on Sundays and runs limited operations during Canadian holidays. Applicants are asked to be flexible to work within these hours of operation. Hours are subject to change with notice.

What We Offer

• A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork.
• A full-time schedule, consisting of 40 scheduled hours per week.
  
  Access to our employee assistance program.

Qualifications and Education Requirements

• Post-secondary education in mathematics/business preferred, or combination of education and relevant work experience
• 3-5 years of direct experience in Workforce management and analytics. Experience in Omni-channel queue management a plus (email/chat/inbound/outbound/automated contact)
• Ability to write reports, business correspondence
• Ability to communicate effectively, both orally and in writing within all levels of Call Center staff
• Strong analytical skills and attention to detail
• Proficient in the use of Microsoft Office applications including but not limited to Outlook, Excel, Word, PowerPoint, etc.
• Proficient in Automatic Call Distribution [ACD] technology
• Interactive Voice Response [IVR] experience: knowledge in process improvement
• Experience with implementation of Call Center & Technology
• Communicates information timely and effectively, providing clarity and direction
• Acts as a change agent; involving self and others in developing and executing change for business success
• Manage relationships; interact with individuals across organizational business units.
• Understanding of the products that are available to our customers
• Strong analytical thinking skills; to develop plans, strategies and tactic
• Self-starter with a desire to take on increased levels of responsibility
• High energy and a positive attitude; proactive and focuses on what we "can do"
• Ability to work in a cohesive team environment

ABOUT QUORUM

Quorum Information Technologies Inc. offers integrated, innovative and robust Software Technology Solutions and Services to Traditional and Electric Vehicle Dealerships and Original Equipment Manufacturers (OEM) across North America.

Implemented on their own, Quorum's solutions and services allow dealership customers to drive greater results at less cost than using the competition. When integrated with other Quorum solutions the Quorum product suite delivers escalating synergy and expanding value to its dealership customers.

Temporary

Quorum's Family of Brands

Quorum DMS, a Dealership Management System that automates, integrates, and streamlines key processes across departments in a dealership, and emphasizes revenue generation and customer satisfaction.

DealerMine CRM, a sales and service Customer Relationship Management system and set of Business Development Center services that drives revenue into the critical sales and service departments in a dealership.

Autovance, Autovance is a modern retailing platform that helps dealerships attract more business through digital retailing, improve in-store profits and closing rates through our desking tool and maximize efficiency and CSI through our F&I menu solution.

Accessible Accessories, support leading dealerships profit from dramatically increased accessory sales. Accessible Accessories is focused solely on giving dealerships the tools they need to price, promote, and quote accessories online and on the sales floor.

VINN, a premier automotive marketplace that streamlines the vehicle research and purchase process for vehicle shoppers while helping retailers sell more efficiently. VINN provides a 5-star Google rated concierge service that assists consumers through the complex vehicle sales process.

**Only those candidates that meet our requirements for this position will be contacted***

INDHP