Team Leader, Workforce Management

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

Job summary

A leading financial services company is seeking an Intraday Manager for their contact centre in Mississauga. This role involves designing and enhancing forecasting processes, optimizing scheduling strategies, and leading a dedicated team. Ideal candidates will possess leadership skills, strong communication abilities, and relevant degrees, contributing to the operational success and performance of the team.

Qualifications

• Minimum of 3 years in contact centre Intraday management or leadership role.
• Excellent communication skills, both verbal and written.
• Experience in Property & Casualty insurance industry is an asset.

Responsibilities

• Design and maintain call forecasting processes across multiple lines of business.
• Lead a team of Intraday Analysts who prepare schedules and monitor service levels.
• Conduct ad hoc analysis of contact centre performance to identify optimization opportunities.

Skills

Communication

Leadership

Adaptability

Problem Solving

Microsoft Excel

Education

Bachelor’s or College degree in Mathematics, Economics, Business Management

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