Senior Manager, Workforce & Information Analytics

City of Toronto; Toronto; On-site; CAD 113,000 - 156,000; Full time

Job summary

A municipal government in Toronto is seeking a Manager for Customer Service to oversee workforce management and ensure high-quality operations in a call center environment. The role involves developing strategic plans, managing budgets, and leading a diverse team to optimize service delivery. Candidates are required to have post-secondary education in business administration and extensive experience in workforce management. Strong leadership and analytical skills are also essential. This position offers a competitive salary within a dynamic and inclusive workplace.

Benefits

Diverse and inclusive work environment

Qualifications

• Post-secondary education in business administration or related field with relevant management experience.
• Demonstrated experience in Workforce Management for call centers, including forecasting and scheduling.
• Experience with Workforce Management tools such as Verint.

Responsibilities

• Develop and implement detailed workforce planning strategies.
• Manage daily operations and staff performance monitoring.
• Administer the annual budget for the unit.

Skills

Workforce Management

Call Center Operations

Leadership

Budget Management

Analytical Skills

Communication Skills

Education

Post-secondary education in business administration

Tools

Verint

Cisco

Job description

A municipal government in Toronto is seeking a Manager for Customer Service to oversee workforce management and ensure high-quality operations in a call center environment. The role involves developing strategic plans, managing budgets, and leading a diverse team to optimize service delivery. Candidates are required to have post-secondary education in business administration and extensive experience in workforce management. Strong leadership and analytical skills are also essential. This position offers a competitive salary within a dynamic and inclusive workplace.