Senior Manager, Workforce Optimization & Contact Center

Aviso Wealth; Toronto; On-site; CAD 115,000 - 135,000; Full time

Job summary

A leading financial services provider in Toronto is seeking a Senior Manager, Workforce Management and Optimization to join their Client Solutions team. The successful candidate will lead a team focusing on developing innovative workforce management practices, improving operational efficiencies, and enhancing customer service experiences. The ideal candidate has over 8 years of experience in contact centres, with advanced skills in workforce management and a commitment to service excellence. This role offers a competitive salary and a dynamic work environment.

Benefits

Competitive compensation package

Excellent health, dental and insurance benefits

Generous vacation time

Matching contributions to retirement program

Qualifications

• 8+ years in contact centres in progressive roles including 3+ years leading WFM.
• Deep understanding of workforce management principles.
• Excellent listening and communication skills.

Responsibilities

• Develop and improve people and processes in the contact centre.
• Lead reporting and analysis function for departmental needs.
• Innovate approaches to forecasting, scheduling, capacity planning.

Skills

Client-centric solutions

Leadership

Collaboration

Customer service excellence

WFM principles

Reporting and analysis

Fluent English

Bilingual skills in French

Education

8+ years in contact centres

Experience leading WFM functions

Tools

Genesys phone systems

Creatio CRM

Job description

A leading financial services provider in Toronto is seeking a Senior Manager, Workforce Management and Optimization to join their Client Solutions team. The successful candidate will lead a team focusing on developing innovative workforce management practices, improving operational efficiencies, and enhancing customer service experiences. The ideal candidate has over 8 years of experience in contact centres, with advanced skills in workforce management and a commitment to service excellence. This role offers a competitive salary and a dynamic work environment.