Workforce Management Team Manager

3M HEALTHCARE; Vaughan; On-site; CAD 65,000 - 85,000; Full time

Job summary

407 ETR is seeking a Workforce Management Team Manager to lead and develop the Customer Operations support teams. The role involves forecasting, capacity planning, and live monitoring of customer contact service levels.

Ideal candidates will have a Bachelor’s degree, strong leadership skills, and 3-5 years of management experience in a customer operations environment. Responsibilities include coaching staff, managing daily operations, and ensuring compliance with policies and collective agreements.

Qualifications

• 3-5 years of leadership experience required.
• Minimum of 2 years experience in an inbound call centre or customer operations environment.
• Prior Workforce Management experience with 100+ employees.

Responsibilities

• Provide feedback, coaching, and conduct formal evaluations for staff.
• Support Customer Operations through day-to-day operational activities.
• Manage forecast analysts to develop and execute forecasting and capacity planning.

Skills

Leadership

Coaching

Communication

Organization

Time-management

Education

Bachelor’s degree in Business or equivalent

Tools

MS Office

Avaya

Scheduling software

CRM

IVR

Job description

Title

Workforce Management Team Manager

Department

Customer Operations

Location

6300 Steeles Ave West, Woodbridge

Total Expected Compensation

$65,000-$85,000

Position Summary

Reporting to the Manager, Customer Operations Workforce Optimization, the hands‑on Team Manager, Workforce Management leads and develops the Customer Operations support teams and is responsible for forecasting and capacity planning (including executing comprehensive workforce capacity plans that align with organizational objectives and key performance indicators), live monitoring of customer contact service levels, Intraday reporting, quality and audits, and maintaining process documentation.

Responsibilities

• Provide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts to meet department objectives and strengthen organizational capability.
• Deliver initiatives that motivate and inspire employees, driving consistent results.
• Support Customer Operations through day‑to‑day operational activities including special projects, workforce and intraday management, scheduling, and communications.
• Own, administer and configure the Workforce Management and Knowledge base software.
• Other duties assigned.
• Support employee and labour relations by working with union stewards and Human Resources to ensure the workforce management team follows the collective agreement, maintaining compliance and preventing violations.
• Support budget and financial deliverables in partnership with Finance Operations.
• Manage forecast analysts to develop and execute forecasting and capacity planning for all lines of business.
• Proactively identify capacity risks and recommend mitigation strategies to support enterprise resilience.
• Build effective and strong relationships with key stakeholders, including leadership, by understanding requirements and dynamics across decision makers.
• Live monitor and report on all channels, agents, and key performance indicators to meet or exceed daily targets.
• Promote operational effectiveness and positive customer experience through negotiation and communication with senior management and channel leaders.
• Coordinate and maintain effective communication practices to deliver a unified method that aligns all channels and support teams.
• Assist with reactive issues, including crisis communications and issue management monitoring and reporting.
• Maintain and streamline internal processes such as internal audits and evaluations.
• Present analysis in a clear, concise manner with specific recommendations on improving Service Level and efficiency.
• Lead change management to assess workforce impact of new initiatives, system changes, or process updates into actionable workforce plans, staffing models, schedules, and Intraday strategies.

Qualifications

• A bachelor’s degree in Business or equivalent.
• 3-5 years of leadership experience required.
• Minimum of 2 years experience in an inbound call centre or customer operations environment.
• Prior Workforce Management experience with 100+ employees.
• Workforce Management certification is an asset.
• Proficiency with MS Office, Internet, Avaya, scheduling software, knowledge base software, CRM, IVR, etc.
• Excellent verbal and written communication skills.
• Strong ability to coach, motivate, and train/develop staff.
• Strong organizational/time‑management skills, sound judgment and decision-making ability.
• Demonstrated ability to listen, identify, evaluate, and take initiative.
• Ability to excel in a fast‑paced environment, meticulous attention to detail, and work under pressure with tight deadlines.
• Experience working in a unionised environment is an asset.

Additional Information

Note: This job description is not intended to be all‑inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.

We are actively seeking to fill this role as it is a current vacancy.