Manager, Intraday and Workforce Data Optimization

Definity Financial Corporation; Toronto; On-site; CAD 88,000 - 138,000; Full time

Job summary

Definity Financial Corporation seeks a Manager, Intraday and Workforce Data Optimization to lead forecasting and scheduling for a multi-skills contact center. You will manage data, partner with stakeholders, and drive projects that improve service levels and efficiency.

You will guide intraday staff, optimize data models, and implement analytics solutions to forecast calls and staffing needs while balancing employee engagement and business requirements.

Qualifications

• 5-7 years in contact center workforce or intraday management.
• Data and systems proficiency with analytics tools to evaluate call handling performance and drive improvements.
• NICE WFM and Five9 knowledge would be an asset.
• Adaptable, resourceful and able to meet tight timelines.
• Leadership through coaching and mentoring of a small team.
• Excellent written and verbal communication skills.
• Intermediate Microsoft Excel skills.
• Bachelor’s or College degree in Mathematics, Economics or Business Management.
• Experience in Property & Casualty insurance is a plus.

Responsibilities

• Manage design, enhancement and maintenance of call forecasting processes across multiple lines of business.
• Own design and optimization of scheduling strategy balancing business needs and employee engagement.
• Lead intraday team to prepare schedules, handle changes, monitor service levels and take action as needed.
• Lead or contribute to projects affecting contact center structure, schedules and reporting.
• Leverage NICE WFM and Five9 data for scheduling and projection of service levels; drive actions.
• Lead implementation of Google CES to optimize intraday scheduling and forecasting.
• Analyze and report volumes, performance and service levels; perform ad-hoc analyses to optimize plans.

Skills

Data analytics

Leadership

Communication

Adaptability

Data management

Education

Bachelor’s or College degree

Tools

NICE WFM

Five9

Microsoft Excel

Job description

The Opportunity

You love to work in a fast-paced environment, you respond quickly to problems and opportunities as soon as they arise, you inspire confidence through your leadership and ability to work with many stakeholders at all levels of the organization.

If that is you, the Manager, Intraday and Workforce Data Optimization role may be right for you.

As part of the Intraday and Workforce Optimization Team, this role is responsible for management of call handling data and productivity data sets supporting the workforce capacity plans. It also includes forecasting call volumes and staffing requirements in a multi-skills contact center operation, managing scheduling and intraday management processes which optimize service levels and strike the right balance between business requirements and employee engagement. It includes frequent requests for performance analysis, solution design and implementation of small projects.

What to Expect

• Manage the design, enhancement and maintenance of call forecasting processes across multiple lines of business
• Own the design and optimization of the scheduling strategy which strikes a balance between business requirements and employee engagement
• Lead an intraday team who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
• Lead and/or contribute to projects impacting contact center structure, schedules, reporting needs, and technology
• Leverage Nice and Clearview to optimize data used by Intraday Analysts for scheduling and monitoring/projections of service levels to solution appropriate actions, when required
• Lead implementation of Google CES to optimize Intraday scheduling and forecasting processes
• Optimize the data used in capacity and call handling models by utilizing advanced analytics on call handling and workforce capacity plans to track performance, improve productivity, and forecast benefits of automation and digitization of existing processes.
  • Report on volumes, performance and service levels on a regular basis
  • Conduct ad-hoc analysis of contact center performance and workforce capacity plans, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders

What You Bring

• Minimum of 5-7 years in contact center workforce or Intraday management, preferably in a leadership role
• Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call handling performance and drive process improvements.
• 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
• Excellent communication skills, both verbally and in writing
• Intermediate skills with Microsoft Excel
• Bachelor’s or College degree in relevant discipline (e.g. Mathematics, Economics, Business Management)
• Experience in the Property & Casualty insurance industry would be an asset

Salary Range : $88,000- $138,00