Team Leader, Workforce Management

Definity Financial; Calgary; On-site; CAD 69,000 - 127,000; Full time

Job summary

A leading financial services company is seeking an Intraday Manager to optimize scheduling and forecasting processes within their contact centre. You will lead a team of analysts to enhance service levels and support operational efficiency. The role requires strong leadership, communication skills, and a relevant degree, as well as experience in contact centre management or the insurance industry.

Qualifications

• Minimum of 3 years in contact centre Intraday management, ideally in a leadership role.
• Excellent communication skills, both verbally and in writing.
• Experience in the Property & Casualty insurance industry is an asset.

Responsibilities

• Design, enhance and maintain call forecasting processes.
• Lead a team of Intraday Analysts and manage schedules.
• Conduct analysis of contact centre performance and identify optimization opportunities.

Skills

Communication

Adaptability

Problem Solving

Leadership

Resourcefulness

Education

Bachelor’s or College degree in relevant discipline

Tools

Microsoft Excel

NICE WFM

Five9

Job description

What can you expect in this role?

• Design, enhance and maintain call forecasting processes across multiple lines of business
• Design and optimize scheduling strategy which strikes a balance between business requirements and employee engagement
• Lead a team of Intraday Analysts who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
• Report on volumes, performance and service levels on a regular basis
• Conduct ad hoc analysis of contact centre performance, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders
• Lead and/or contribute to projects impacting contact centre structure, schedules, reporting needs, and technology

What do you bring to the role?

• Minimum of 3 years in contact centre Intraday management, preferably in a leadership role
• Excellent communication skills, both verbally and in writing
• Knowledge of NICE WFM workforce management and/or Five9 applications would be a definite asset
• Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
• Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
• Intermediate skills with Microsoft Excel
• Bachelor’s or College degree in a relevant discipline (e.g. Mathematics, Economics, Business Management)
• Experience in the Property & Casualty insurance industry would be an asset

Salary range is $69,000 - $127,000