Manage call forecasting, scheduling strategy, and intraday processes for a multi-skill contact center. Lead an intraday team, optimize workforce capacity models using analytics, implement Google CES, leverage NICE and Clearview, produce regular and ad-hoc performance reports, and lead small projects to improve service levels, productivity, and automation outcomes.
The Opportunity
You love to work in a fast-paced environment, you respond quickly to problems and opportunities as soon as they arise, you inspire confidence through your leadership and ability to work with many stakeholders at all levels of the organization.
If that is you, the Manager, Intraday and Workforce Data Optimization role may be right for you.
As part of the Intraday and Workforce Optimization Team, this role is responsible for management of call handling data and productivity data sets supporting the workforce capacity plans. It also includes forecasting call volumes and staffing requirements in a multi-skills contact center operation, managing scheduling and intraday management processes which optimize service levels and strike the right balance between business requirements and employee engagement. It includes frequent requests for performance analysis, solution design and implementation of small projects.
What to Expect
- Manage the design, enhancement and maintenance of call forecasting processes across multiple lines of business
- Own the design and optimization of the scheduling strategy which strikes a balance between business requirements and employee engagement
- Lead an intraday team who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
- Lead and/or contribute to projects impacting contact center structure, schedules, reporting needs, and technology
- Leverage Nice and Clearview to optimize data used by Intraday Analysts for scheduling and monitoring/projections of service levels to solution appropriate actions, when required
- Lead implementation of Google CES to optimize Intraday scheduling and forecasting processes
- Optimize the data used in capacity and call handling models by utilizing advanced analytics on call handling and workforce capacity plans to track performance, improve productivity, and forecast benefits of automation and digitization of existing processes.
- Report on volumes, performance and service levels on a regular basis
- Conduct ad-hoc analysis of contact center performance and workforce capacity plans, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders
What You Bring
- Minimum of 5-7 years in contact center workforce or Intraday management, preferably in a leadership role
- Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call handling performance and drive process improvements.
- Knowledge of NICE WFM workforce management and/or Five9 applications would be a definite asset
- Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
- Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
- Excellent communication skills, both verbally and in writing
- Intermediate skills with Microsoft Excel
- Bachelor’s or College degree in relevant discipline (e.g. Mathematics, Economics, Business Management)
- Experience in the Property & Casualty insurance industry would be an asset
Salary Range : $88,000- $138,00
Definity Waterloo, Ontario, CAN Office
111 Westmount Road South, Waterloo, ON, Canada, N2J4S4
Definity Mississauga, Ontario, CAN Office
Mississauga, Canada
Definity Oakville, Ontario, CAN Office
Oakville, Canada
Definity Toronto, Ontario, CAN Office
Toronto, Canada
Similar Jobs
.png)
Cloud • Insurance • Payments • Software • Business Intelligence • App development • Big Data Analytics
The Senior Software Engineer will design, develop, and deliver quality software solutions. Responsibilities include coding, code reviews, performance monitoring, and guiding other engineers. Looking for candidates with experience in SaaS development, cloud environments, and various programming technologies.
Top Skills:
GoGoogle Cloud StorageOpenapiReactSQLTerraform
Financial Services
Supports executive and employee communications across Canada and Latin America, including communications strategy, executive positioning, media relations, issues and reputation management, leadership counsel, town halls, internal campaigns, newsletters, articles, video, and digital signage. The role develops briefing materials, talking points, narratives, and other executive communications while coordinating with regional stakeholders and advising senior leaders on high-visibility engagements.
Automotive • Hardware • Robotics • Software • Transportation • Manufacturing
Monitor and verify press processes, troubleshoot production-control issues, identify root causes, and implement corrective actions. Evaluate first- and last-off parts, address quality concerns, support equipment start-ups, shutdowns, tool and material trials, and new process development. Coordinate with engineering, maintenance, tooling, quality, production, and subsequent shifts. Maintain safety, quality, 5S, continuous improvement, and IATF 16949 standards.
Top Skills:
5SAdvanced Engineering ResinsBasic Electrical SystemsHydraulicsIatf 16949Microsoft WordMolding MachinesPlastics ProcessingPneumaticsSpreadsheet Software
What you need to know about the Toronto Tech Scene
Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
