Senior Manager, Workforce Management

BrokerLink

  • Toronto, ON
  • Permanent
  • Full-time
  • 2 months ago
Description :Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.We want to invest in you! Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!We are looking for a Senior Manager, Workforce Management to join BrokerLink and work out of our Alberta, Ontario or Atlantic regions, on a Permanent FT Basis.As part of our employee promise, here are some of the many perks of working with us:
  • Flexible health and dental insurance benefits package
  • Personal Spending amount to invest in your healthy lifestyle
  • RRSP - Registered Retirement Savings Plan with Company matching
  • ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
  • ‘Dress for your day’, dress according to your daily schedule
  • Competitive compensation package with bonus aspect
  • Employee discount program, including Apple, Bell, Rogers and more!
  • Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
  • Working for an employer who is regularly recognized as one of Canada’s best employers such as Kincentric 2024
What the Role Entails:
  • As a leader, you'll manage, coach and develop the workforce team; you will be accountable for the team’s Transformation, Innovation and Optimization.
  • You'll dive into quantitative analysis and predictive modeling at various levels, ensuring we have the right people with the right skills in the right places at the right time to support our clients and to achieve our service level targets.
  • You will oversee both long-term and short-term forecasts and refine our monthly capacity plans using the most recent data with the goal of enhancing forecast accuracy
  • You will be responsible for analyzing and reviewing business outcomes, and effectively communicating insights to business partners and the Leadership Team to support their decision-making process.
  • You will act as the key expert in workforce management, effectively simplifying complex concepts for your audience while comprehensively understanding their implications on our Operations.
  • You will participate in strategic initiatives by providing recommendations to align business objectives with resource optimization and ensuring that tracking mechanisms to inform on future workforce requirements are deployed.
  • You possess the ability to transcend conventional workforce management methods, recognizing the distinctiveness of our business model and the changing customer expectations regarding diverse communication channels.
The Successful candidate will have:*If you feel you have the equivalent skills, please apply*
  • Bachelor's degree in Business Administration, Finance, Mathematics, Statistics, or any combination of equivalent education and experience.
  • 5 – 8 years of previous experience in a similar role
  • Expert level with MS Excel; proficient with PowerPoint, Word & Power BI
  • Analytical skills in critical thinking, decision making, problem solving, and attention to detail
  • Deep knowledge of WFM software such as eWFM (Aspect) or IEX (NICE).
  • Experience with CISCO Contact Centre an asset
  • Strong organization and prioritization skills
  • Ability to concentrate on vaguely defined problems which require application of creative approaches
  • Proven leadership accomplishments
We thank all applicants for their interest, but only those selected for an interview will be contacted.BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.Discover more about BrokerLink! Visit our new dedicated Webpage -At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!

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