Senior Manager, Workforce Management and Optimization
Aviso Wealth
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$115,000 - CA$135,000 per year
Job Level
Senior
About the role
- Develop and continuously improve people both on your team and others in the contact centre (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 leading the workforce management and reporting functions 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 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
- Experience working with leaders who may not fully understand the role or benefit of WFM in the contact centre yet and ability to help them understand it.
- Not required but an asset – experience with Genesys phone systems, Creatio CRM, multi-channel service (email, chat, phone, 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementreportinganalysisforecastingschedulingcapacity planningreal-time operationscustomer serviceprocess improvementautomation
Soft skills
coachingcommunicationlisteningservant leadershipteam developmentflexibilitywork ethiccollaborationproblem-solvingcustomer-centric mindset