Manager Contact Center Workforce

Toronto, ON

Day in the Life:

The Manager of Contact Centre Workforce will work with Operations Executive Leadership to drive account profitability via excellent associate staffing decisions for multiple client programs/projects. This person is responsible for overall WFM delivery, support, and execution across numerous BPO’s and LOB’s. This includes but is not limited to Voice, Chat, Email, Social Media, and SMS/Messaging.

What You Will Do:

  • Create and maintain historical level reporting across the contact centers.  Responsible for intraday, executive summaries, and ad-hoc reporting
  • Conduct regular meetings with our BPO partners to gain alignment and communicate upcoming projects or shifts in staffing
  • Forecasting and historical data gathering, smoothing data sets, analyzing business demand plans, invoicing and gather recent trends to establish a running forecast across multiple BPO partners. 
  • Budget Maintenance and updating L&R for contact centers. This includes forecasting updates and impacts to current and future commitments
  • Responsible for service level management and resource administration across all servicing teams, acting as a single point of contact for the WFM structure for senior leaders and our Vendor Partners
  • Drive effectiveness of the WFM through ongoing process analysis and redesign and support of critical internal optimization projects
  • Conduct analysis of assigned queues to identify opportunities to improve service level, cost, and employee happiness.  Develop recommendations and articulate strategies effectively to cross-functional partners

What You Will Need:

  • 6+ years experience in Workforce Management, Forecasting/Planning, Intra Day management and people leadership experience
  • A strong communicator, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels
  • Expert Excel including Pivot Tables and Filters
  • Familiarity or proficiency with SQL and Business Intelligence tools like Tableau, DOMO, Microsoft is an asset
  • Proficiency with Microsoft Office Applications
  • Working knowledge and experience with dedicated WFM software suites (NiceInContact, IEX, Aspect, etc) is a positive
  • Understanding of best practices from a reporting perspective

What You Can Expect:

  • A People-first culture where One Team spirit and Diversity, Equity, and Inclusion are celebrated and promoted at every step of the way
  • An opportunity to work with highly supportive teams to help you build the career you want and leave your Stripe at The Bay
  • A Competitive benefits package including unlimited paid vacation, medical, dental, vision, parental leave top up coverages, retirement savings and more
  • A Ways of Working Program that enables you to work where you are most effective
  • A Living Well Program that provides a variety of offerings and resources to enhance your physical, mental, and financial wellness, including Corporate gym membership rates
  • An amazing Associate discount of up to 40% off of top brands

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