Team Leader, Workforce Management

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

Job summary

A leading company in the insurance sector is looking for a Contact Centre Manager responsible for forecasting processes and team leadership. This role demands strong analytical and leadership skills to optimize operations and enhance employee engagement. You'll lead a team of analysts, report on performance metrics, and collaborate with stakeholders to drive improvements.

Qualifications

• Minimum 3 years in contact centre Intraday management.
• Experience in a leadership role preferred.
• Knowledge of relevant workforce management tools is advantageous.

Responsibilities

• Design and maintain call forecasting processes.
• Lead a team of Intraday Analysts for scheduling and performance monitoring.
• Conduct analysis of contact centre performance and improve processes.

Skills

Communication

Adaptability

Problem Solving

Leadership

Education

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

Tools

NICE WFM

Five9

Microsoft Excel

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