Planner 2 - Workforce Management

Global Excel; Sherbrooke; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading contact center company in Sherbrooke is looking for a Workforce Planner. This role involves analyzing reports, forecasting call volumes, building schedules, and processing agent pay. Candidates should have a college diploma or equivalent experience, excellent Excel skills, and communication proficiency in both English and French. Competitive compensation includes base salary, performance bonuses, and benefits.

Benefits

Performance bonus

Competitive compensation

Benefits package

Qualifications

• Minimum of 1 year as a workforce planner.
• Working knowledge of Microsoft applications including Excel.
• Excellent written and verbal communication skills in English and French.

Responsibilities

• Analyze and update different reports.
• Forecast upcoming call volumes and business needs.
• Build schedules according to business needs.
• Process pay of agents.

Skills

Analytical skills

Problem-solving skills

Detail oriented

Excellent communication skills (English and French)

Multitasking ability

Education

College diploma or equivalent experience

Tools

Microsoft 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.

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