Sr. Planner, Workforce Planning

Sr. Planner, Workforce Planning, Customer Sales Solutions Centre (CSSC) is part of the Customer Excellence Contact Centre team. The candidate will collaborate closely with CSSC Supervisors, Partners, and Stakeholders to drive efficient Contact Centre operations, optimal staffing plans and schedules, achieve service level goals, and prioritize project and work activity within a multi-channel Contact Centre consisting of 30-50 agents across 2 sites.

Genesys Cloud experience is a must have.

Responsibilities

• Serve as the system administrator for the Genesys Cloud Platform – includes constructing and implementing various IVR configurations, call flows using Architect, BOTS, recordings and creating and maintaining users, role permissions and assignments.
• Responsible for configuring and running contact center activities such as outbound dialing campaigns, scripts, quality evaluations, and workforce management schedules. Serve as the point of contact for IT relating to any contact centre telephony/user issues.
• Responsible for coordinating and implementing telephony changes impacting the contact centre.
• Monitor and review contact centre trends, including call volumes, call pattern, staff productivity, attrition rates, and maintain proper staffing levels to ensure and increase customer satisfaction. Analyze workflow and staffing patterns to proactively handle capacity for inbound phone calls, chats, outbound, offline work, and ad hoc projects.
• Manage Shift Bid and Scheduling requirements including holiday staffing and seasonal requirements for approximately 30-50 agents.
• Responsible for executing weekly, monthly contact center reports to Leadership, from various telephony and reporting systems, including both automated sources and manual extraction.
• Identify, recommend, and participate in process improvement initiatives.
• Project Management Support within Workforce Management. Participate in assigned projects, including budget and finance process deliverables.
• Serves as a general resource on contact center best practices and helps to track implementation of standard methodologies across multiple business areas.

Qualifications

• High School Diploma or equivalent.
• Intermediate technical and administrator experience with Genesys Cloud.
• 3+ years of Workforce Management Experience in Contact Centre (omni channel).
• API and Salesforce experience within contact centre environment.
• 2+ years of short- and long-term forecasting and headcount planning, detailed understanding of ACDs, CTI automation, skills routing, and intraday management with proven ability to balance service levels and optimize call efficiency by utilizing workforce automation.
• Advanced skills and proficiency with MS Excel.
• Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and ability to lead change efforts on new technologies and processes when needed.
• Understanding of contact/call centers operations and workflows, experience in working in a cross-functional environment.
• Strong dedication to confidentiality guidelines.
• Proven ability to understand overall Company/Enterprise Operations customer service needs/challenges.
• Demonstrated ability to analyze, problem-solve and provide viable solutions based on customer needs and company objectives.
• Proven ability to communicate effectively both verbally and in writing in English.
• French considered an asset.
• Strong attention to detail and time management skills.
• Demonstrated ability to understand policies/guidelines and use them as intended.
• Demonstrates flexibility and takes the initiative when appropriate, uses good judgment and makes decisions quickly.
• Able to interpret and manipulate large amounts of data from various sources.
• Proficient with PC applications, including MS Office.
• Intermediate SQL experience is an asset.
• Strong understanding and experience with process documentation.