Planner 2 - Workforce Management

Global Excel Management Inc.; Sherbrooke; On-site; CAD 50,000 - 65,000; Full time

Job summary

A growing international firm in Sherbrooke is seeking a Workforce Planner to manage scheduling and workforce analytics for their Contact Center teams. The ideal candidate has a college diploma and 1 year of experience in a similar role, with strong Excel skills and bilingual communication abilities. This position offers a professional future with competitive compensation and benefits.

Benefits

Competitive compensation

Performance bonus

Benefits package

Qualifications

• Minimum of 1 year as a workforce planner.
• Working knowledge of all Microsoft applications including Excel.

Responsibilities

• Analysis and update of different reports.
• Forecasting upcoming call volumes and other business needs.
• Building schedules according to business needs.
• Processing pay of agents.

Skills

Excellent written and verbal communication skills in both English and French

Excellent analytical and problem-solving skills

Detail-oriented

Ability to multitask

Education

College diploma or equivalent experience

Tools

Microsoft Office (Word, Outlook, Excel)

Genesys Cloud

IEX

Job description

Job Description

Reporting to the Team Leader Workforce Management, the person is responsible for the workforce for all Contact Center teams. The Workforce Planner is responsible for the planning and building of future schedules and works closely with the assistant directors and directors to make the appropriate decisions to meet business needs.

What does your typical day look like?

• Analysis and update of different reports;
• Forecasting upcoming call volumes and other business needs;
• Building schedules according to business needs;
• Processing pay of agents.

What skills and training do you need?

• College diploma or equivalent experience and a minimum of 1 year as a workforce planner;
• Working knowledge of all Microsoft applications (Word, Outlook etc.), including excellent Excel skills;
• Working knowledge of Genesys Cloud is an asset;
• Working knowledge of IEX is necessary;
• Excellent written and verbal communication skills in both English and French;
• Excellent analytical and problem-solving skills;
• Must be detail oriented and able to multitask.

When you apply:

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

We offer you

• Global Excel offers more than a position;
• We offer a professional future with a competitive compensation including base salary, performance bonus and benefits;
• Please reach out to your local HR department if you would like to know more about benefits offered in your site.

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website: