Job Title:

Supervisor, WFM

Job Description

Role and Key Responsibilities:

• Supervise a group of RTAs, and is primarily responsible for delivering to internal & External stake holders business requirement, schedule for tasks performed and managing process improvements where required

• Drive team performance, KPI management, reporting, taking resource decisions, AI planning.

• Handle day to day operations with focus on analytics, coaching, recognition, and performance management

• Interact regularly with the clients to share updates, lead operational and project/ program level reviews

• Ensure client and employee satisfaction and reduce attrition by working closely with HR, while also collaborating with other process owners and training and quality managers to share best practices and drive higher results

• Overall expert in all the functions of WFM and ability to upskill the team

• Entry level professional in a management role

• Receives assignments in the form of objectives with goals and the process by which to meet goals. Recommend changes to unit or sub-unit policies and processes. Management reviews work to measure meeting of objectives

• Manages professional employees and/or supervisors or supervises technical, business support, or production operations team(s)

• Adapts departmental plans and priorities to resolve operational challenges

• Administers company policies that directly affect subordinate employees. Recommend changes to unit or sub-unit policies. Management reviews work to measure meeting of objectives

• Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. In some instances, this manager may be responsible for a functional area and not have any subordinate employees

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions

• Provides direction to employees and/or Supervisors according to established policies and management guidance

• Provides direct oversight into the day-to-day functioning of operations through direct supervision of Team Leaders or professional/business support individual contributors

• Responsible for performance management, handling escalations, coaching and enabling career development of team members

Key skills & knowledge:

• 5+years years of relevant WFM user experience across all disciplines, with expertise in Real Time Analyst and allocating resources. 2+ years’ experience in Workforce Management tools preferably on IEX / GC

• Knowledge of Contact Centre methodologies, Telephony/IVR and routing platforms and operational principles along with Contact Centre Workflow Management experience

• Excellent communication skills.

• Thought leadership, Outcome focused

• Expertise in creating Presentation / Analytical skills

• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)

• Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry.

Educational Qualification: Graduation

The base salary range for this position is $66k- $75k, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, RRSP, paid time off and holidays and paid learning days. The deadline to apply for this position is April 8, 2025.

Location:

CAN Mississauga - 6725 Airport RD

Language Requirements:

Time Type:

Full time

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