Senior Manager, Workforce Management

Role Overview

• Develop and continuously improve people (coaching, improving training, communications, engagement, etc.), process (enhancing operations and increasing efficiencies) and technology (leveraging technologies, automating processes and making recommendations for technology improvements where applicable)
• Develop innovative WFM practices that are ground-breaking
• Lead our departmental reporting and analysis function
• A major contributor in shaping and implementing our vision through various projects and initiatives
• Develop and implement new and creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting and analysis
• Partner with the leadership team to evolve this new contact centre in an organization obsessed with Customer Experience. It is all about the customer from design to servicing
• Challenge the status quo and join us on the road less travelled. You will fail fast and learn even faster
• Partner with other departments including CX, Operations, HR, Marketing, I.T., Product Development and more to ensure strong two-way communications and that the Contact Centre gets the appropriate information to effectively handle our customer calls, chats and emails
• Coach and develop our Customer Service team and ensure they are supported, respected, communicated and included in our WFM activities
• Champion the service philosophy in everything you do and every meeting you are in. Create the gold seal standard in customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard

Requirements

• 8+ years in contact centres in progressive roles including 3+ years actually leading the Workforce Management function in a world class customer service environment with a strong track record of success
• Deep understanding of WFM principles
• Up to date on all the latest tools and tricks
• Flexible to work at different times in order to run this operation
• Be a constant learner and constant teacher
• Excellent at listening, making people feel heard and valued
• Extensive expertise in reporting and analysis, forecasting, charts, graphs, correlations, etc.
• A believer in servant leadership. An eternal student of service
• Someone with a strong work ethic who leads by example
• Someone who is not afraid to ask others for help when needed
• Not territorial or worried about looking good but would rather everyone look good together
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Not required but an asset – experience with Cisco phone systems, Salesforce Service, service via email, chat, phone, text, social media, etc.

Benefits

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork