Workforce management Agent

2 days ago

Montreal, Quebec, Canada Air Transat 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.

Job Description
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.
  • Handle requests from various sources (WFM support queue, emails or ticketing, SharePoint, etc.).
  • 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).
  • 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
At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs.

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