Team Leader, Workforce Management

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

Job summary

A leading company in the insurance industry is seeking a contact centre management professional to oversee forecasting, scheduling, and team leadership. This role involves significant collaboration and analytical responsibilities aimed at optimizing contact centre operations. Ideal candidates will bring proven leadership skills and a relevant degree.

Qualifications

• Minimum of 3 years in contact centre Intraday management, preferably in a leadership role.
• Experience in the Property & Casualty insurance industry would be an asset.
• Strong skills in coaching and mentoring team members.

Responsibilities

• Design and maintain call forecasting processes across multiple business lines.
• Lead a team of Intraday Analysts and monitor scheduling performance.
• Conduct analysis of contact centre performance for optimization.

Skills

Communication

Leadership

Adaptability

Excel

Education

Bachelor’s or College degree in a relevant discipline

Tools

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