What can you expect in this role?
- Design, enhance and maintain call forecasting processes across multiple lines of business
- Design and optimize scheduling strategy which strikes a balance between business requirements and employee engagement
- Lead a team of Intraday Analysts who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
- Report on volumes, performance and service levels on a regular basis
- Conduct ad hoc analysis of contact centre performance, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders
- Lead and/or contribute to projects impacting contact centre structure, schedules, reporting needs, and technology
What do you bring to the role?
- Minimum of 3 years in contact centre Intraday management, preferably in a leadership role
- Excellent communication skills, both verbally and in writing
- 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
- Intermediate skills with Microsoft Excel
- Bachelor’s or College degree in a relevant discipline (e.g. Mathematics, Economics, Business Management)
- Experience in the Property & Casualty insurance industry would be an asset
Salary range is $69,000 - $127,000
