Senior WFM & Contact Center Optimization Leader

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

Benefits offered by this job

Health, dental and insurance benefits

Generous vacation and parental-leave top-up

Learning & development programs

Job summary

A leading wealth-management organization in Toronto seeks a Senior Manager, Workforce Management and Optimization. You will lead the development of employee-centric practices in a customer service environment. With over 8 years of experience, you should understand WFM principles and excel in fostering collaboration and innovation. The role includes coaching staff, enhancing processes, and leading reporting efforts across contact centers. A competitive compensation package and comprehensive benefits are offered.

Qualifications

• 8+ years in contact centres with progressive roles.
• 3+ years leading workforce-management functions.
• Deep understanding of WFM principles and contemporary tools.
• Strong work ethic with excellent communication skills.

Responsibilities

• Coach and develop staff, enhance training and engagement.
• Develop innovative WFM practices and champion automation.
• Lead departmental reporting and analysis.
• Design creative forecasting and scheduling solutions.

Skills

Client advocacy

Commitment to achieving goals

Collaboration with internal partners

Leadership coaching

Forecasting and data analysis

Bilingual French (asset)

Tools

Genesys phone systems

Creatio CRM

Job description

A leading wealth-management organization in Toronto seeks a Senior Manager, Workforce Management and Optimization. You will lead the development of employee-centric practices in a customer service environment. With over 8 years of experience, you should understand WFM principles and excel in fostering collaboration and innovation. The role includes coaching staff, enhancing processes, and leading reporting efforts across contact centers. A competitive compensation package and comprehensive benefits are offered.