Workforce Management Specialist (Scheduling)

Moneris

  • Etobicoke, ON
  • Permanent
  • Full-time
  • 21 days ago
Your Moneris Career - The OpportunityAs a Workforce Management Specialist you will plan and track the schedules and operations of our contact centers schedulesusing our WFM tools. You will provide management information and productivity forecasts by observing customer call patterns, and you will develop and analyze KPIs to identify patterns and trends. You will collaborate with several teams (QA, learning, operations) to schedule the necessary training and associate coaching to ensure our commitment towards quality is met.Location: You will be based in our Toronto office and will work in a Hybrid model.Reporting Relationship: You will report to the Manager, Planning and MonitoringYour Moneris Career - What you'll do
  • Create and adjust schedules using WFM tools based on business requirements (trainings, shift bids, agent preferences and overtime based on the intraday reports on performance and our goals)
  • Build and test flexible staffing models focused on employee engagement and work life harmony enhancements and to help leaders in decision-making
  • Identify schedules and plan changes in relevant databases and escalate issues to the appropriate team
  • Track and review workforce management data, including highlighting trends, performance indicators and productivity
  • Gather information from workforce management systems to facilitate report preparation, budget development or other measurements as identified
  • Respond to standard workforce data requests from different departments throughout the organization and escalating requests
  • Track and input daily exception requests and update schedules accordingly
  • Maintain several WFM tools and set ups (e.g., Five9 entities) and update calendar of events for all our call center teams
Your Moneris Career - What you bring
  • 3+ years of Workforce Management and Scheduling experience
  • Post-secondary diploma or degree in a related discipline
  • Hands-on experience with Workforce Management tools (Verint, Five 9, Genesys) and Automated Call Distribution (ACD) systems
  • Highly Proficient in Microsoft Office tools
  • Customer-focused mindset with experience in problem solving, teamwork, adaptability, planning, decision making, and data analysis
  • Must be open to a hybrid work arrangement combining in-office and remote work, to support our flexible work environment
Your Moneris Career - What you get
  • Comprehensive Total Rewards Program including bonuses, flexible benefits starting from day 1, and your choice of either a health spending account (HSA) or personal spending account (PSA)
  • RRSP matching & defined contribution pension plan
  • Learning & development programs and resources including unlimited free access to Coursera and an Educational Assistance Program
  • Holistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24/7 virtual health care, wellness events and a supportive workplace culture
  • A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletter
Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers#LI-HybridNote: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.

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