Concierge - Manager, Contact Centre Forecasting (Workforce Management)

White Spot; Canada; On-site; CAD 75,000 - 125,000; Full time

Job summary

A top employer is seeking a Manager for Contact Centre Forecasting who’ll leverage in-depth analysis to drive workforce planning. With significant responsibilities in shaping team effectiveness and forecasting labor needs, this role promises career growth and a vital impact on the Concierge division.

Benefits

Product Discount

In-house dining and cafe

On-site fitness studio and gym

24/7 wellness resources

Inspirational workplace

Various employee amenities

Qualifications

• Experience with contact centre metrics and KPIs.
• Commitment to quality and results.
• Experience in collaborating with cross-functional stakeholders.

Responsibilities

• Analyze internal and external factors impacting interaction volume.
• Prepare and build optimized forecasts for resource management.
• Generate reporting for workforce management metrics.

Skills

Analytical skills

Proficiency with workforce management software

Effective communication skills

Ability to multi-task

Education

Business or related degrees/certifications

Tools

Microsoft Excel

Job description

THE TEAM

The mission of the Concierge Workforce Management Department is to ensure the right people with the right skills are in the right place at the right time to optimize the Concierge business.

THE OPPORTUNITY

Aritzia is growing and our Concierge Workforce Management team is growing with it. This is a unique opportunity to be part of the team responsible for the efficient and effective utilization of resources in Concierge.

As the Manager, Contact Centre Forecasting, you will leverage hindsight, insight, and foresight to predict future interaction volumes and labour requirements for Aritzia's Concierge division. With people at the heart of everything we do, you will support your high-potential people to grow rewarding careers at Aritzia - while enjoying one yourself.

THE ROLE

As the Manager, Contact Centre Forecasting, you will lead the team to:

• Analyze and understand the internal and external factors that impact interaction volume to direct the forecast, labour plan, schedule, and real time monitoring.
• Use historical and real-time data to predict future interaction volumes and labour requirements.
• Prepare, normalize, and build optimized forecasts for the long- and short-term.
• Monitor performance and adjust forecasts and staffing in real time to support the Concierge business.
• Generate reporting that summarizes forecasted volume and other key metrics to communicate insights for workforce management and overall Concierge division planning.

THE QUALIFICATIONS

The Manager, Contact Centre Forecasting has:

• Proven skills, certifications, education and/or experience
  • Proficiency with workforce management software
  • Proficiency in Microsoft Excel
  • Excellent analytical skills with the ability to extract and interpret data, identify trends and gaps, problem solve, and make data-driven decisions
  • Effective communication skills, with the ability to collaborate with cross-functional stakeholders
  • Experience with contact centre metrics and KPIs and their impact on workforce planning and management
  • Experience with contact centre technologies and systems
  • Ability to multi-task, self-manage concurrent priorities, and handle large volumes of data

• A commitment to learn and apply Aritzia's Values and Business and People Leadership principles

• The ability to collaborate fluently with cross-functional partners

• A commitment to quality and investing in results that add value to the business

THE COMPENSATION

The typical hiring range for this position is $75,000 - $125,000 CAD per year. The final agreed upon salary may vary based on factors such as job-related knowledge, skills and experience.

We are always looking for top talent. If your qualifications differ from those listed above, the scope of work and final agreed upon salary may be adjusted to reflect your individual qualifications.

Aritzia's Everyday Luxury compensation package goes beyond the base salary with endless growth and recognition opportunities through our pay-for-performance philosophy. With comprehensive benefits, aspirational workspaces and elevated employee perks and experiences - we provide it all.

THE PERKS

Some of the industry-leading benefits you will receive working at Aritzia:

• Product Discount - Maybe you've heard of our famous product discount? Or our exclusive private shopping events? You have now.

• A-OK Commissary & Cafe - Everyday Luxury dining, exclusive to Aritzia. Our in-house bistro and cafe is a private oasis where employees can enjoy curated, subsidized Everyday Luxury dining.

• The SET - Our in-office fitness studio and gym with state-of-the-art equipment, custom-created classes and optional personal training. Open 7 days a week, it works out well.

• Aritzia Virtual Wellness - Because your health, happiness and safety matter, we provide 24/7 resources to support you in your wellbeing goals, whether they're physical, mental, social or financial.

• Aspirational Workplace - Our offices are specially designed to be spaces of creativity, productivity and inspiration. They're also dog friendly. Woof.

• Amenities - Additional amenities include a private parent's room, shower facilities with elevated complementary conveniences, bike rooms and more.

• The Extras - We also offer a multitude of other perks like dry-cleaning, hotel and restaurant discounts, self-care promos and on-site medical care.

ARITZIA

Aritzia is an Equal Employment Opportunity employer. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.

Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and during employment by contacting our People & Culture Team.