Manager

Description:

The Manager of Workforce Management will manage all aspects of service delivery and the management and coordination of Workforce Management Team. The Manager will report to the Director, Contact Centre Services, and will be responsible for meeting or exceeding company and department objectives and continuing to provide best-in-class customer service.

WORKFORCE MANAGEMENT

Manage all annual, quarterly, weekly and daily planning, forecasting and scheduling within the Workforce Management team.
Understand capacity planning including overseeing onboarding, scheduling and headcount recommendations.
Forecast operational volumes and inputs, across all communication mediums.(ie. calls, emails, claims, etc.)
Oversee the preparation of all schedules: break periods, secondary work rotations, e-mail inventory, special events, and overtime/extra hours as required.
Ensure optimal coverage for all lines of business, across multiple sites and skill proficiencies.
Monitor individuals on attendance and schedule adherence issues.
Make real time decisions and adjustments based on the business needs in a real time operational environment.
Administer vacation qualifier, approve LOA requests, vacation requests, maintain attendance records, and finalize union staff payroll documentation.
Execute on budget forecasts and own the development and implementation of staffing and metric models, reporting and analysis.
Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.

DATA GOVERNANCE

Ensure accurate and timely input of all time-tracking activities into various software applications to align with reporting requirements.
Develop policies that impact workforce principles and partner with operational staff to ensure effective communication of policies and procedures.
Modify call routing and campaign dialing to ensure calls are handled, tracked, and dialed appropriately.
Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.

COMMUNICATION & DRIVING ACTION

Anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary.
Work proactively and collaboratively with the Service Operations team to ensure performance standards are achieved and processes are consistently adhered to.
Participate in labour relations discussions to ensure both business needs and collective agreement obligations are met.
Provide productivity analysis to Service Operations leaders as appropriate.
Communicate with leadership as well as interdepartmentally on service as needed and escalate service interruptions as appropriate.
Prepare analysis to support budgetary business cases.
Collaborate with People and Culture, Training, Managers and Supervisors to coordinate inter-departmental staff movements related to job-postings and new hires (and the training required).
Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.
Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.
Assist service line leaders with Quality Control tracking and management.

TEAM LEADERSHIP

Provide support, monitor team performance and behaviors and provide constructive feedback to align with a continuous improvement mindset.
Help teams design and craft ways for employees to learn and to roll out the continuous learning needed to perform effectively with speed and scale.
Work with senior leaders and colleagues to implement the strategic plan.
Work internally to identify the changing skills team members will need, skills adjacencies, and craft career path plans based on objectives.
Support the maintenance of a positive team environment in the department where employees are motivated to take ownership for meeting the plan member services objectives.
Train team members, managers, and trainers on the use of workforce planning tools.

WHO WE'RE LOOKING FOR

Minimum of 5 years experience in a WFM leadership role.
Demonstrated extensive, working knowledge of WFM concepts and processes including forecasting, scheduling and real-time management.
Post-Secondary Education with a focus on Statistical Analysis or Business Administration is preferred.
Must have proven analytical abilities and experience in database and database reporting tools
Working understanding of call centre tools including Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and Automatic Call Distributor (ACD).
High proficiency in the use of Microsoft Office automation tools (VBA, Power Automate, etc.)
Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
Ability to demonstrate a collaborative approach to problem solving that aligns in a unionized environment.
Demonstrated ability to handle confidential information.
Excellent communication skills, both oral and written.
Energetic self-starter with ability to work with minimal supervision.
Well organized team player with passion for customer service.