Team Leader, Workforce Management

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

Job summary

A leading financial services company is seeking an Intraday Manager to oversee call forecasting and scheduling within their contact centre. The successful candidate will lead a team, optimize scheduling strategies, and collaborate with various stakeholders to enhance performance metrics. Ideal candidates will have a strong background in contact centre management, excellent leadership abilities, 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 is an asset.
• Able to develop skills & competencies of a small team through coaching.

Responsibilities

• Design and maintain forecasting processes across multiple lines of business.
• Lead a team of analysts to prepare schedules and monitor service levels.
• Conduct analysis of performance and identify opportunities for optimization.

Skills

Excellent communication skills

Leadership skills

Adaptability

Problem-solving

Education

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

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