CTC003556 - Workforce Management - Scheduling Specialist

Secteur industriel: Telecommunications
Type d'emploi: Contract
Durée:
Mode de travail: On Site

Description

The Workforce Management (WFM) team is looking for a Scheduling Specialist to join their team. If you have a passion for delivering exceptional customer experience, you will want to seize this incredible opportunity. The successful candidate will work closely with our stakeholders and customers while supporting various WFM team members. We are seeking a dynamic & forward-thinking individual who is looking for a new & challenging career opportunity.

Mandate

WFM Scheduling is committed to delivering best in class support for client's Residential Services and Bell client operations. This is intrinsically linked to our budget to provide accurate, useful, and timely information to guide and support strategic decision making to deliver a positive client experience. These stakeholders include Project and Routing Teams, Human Resources, National, Regional and Frontline Contact Centre Operations, Senior Management and other WFM teams.

WFM functions as trusted advisors and subject matter experts to drive homogenous solutions across Mobility and BRS for forecasting and overall business intelligence for the Contact Center.

The candidate should be a strong leader and have excellent analytical skills. We are looking for someone with sound business vision and the ability to balance multiple responsibilities simultaneously. The incumbent should possess excellent negotiation and communication skills to interact with multiple stakeholders at different levels. A passion for improvement and an ability to prioritize and drive change in a complex environment are required. Also a detailed approach and a process oriented mindset will be vital assets.

Tasks/Responsibilities:

  • Produce weekly schedules and balance conditions
  • Manage the relationship between WFM and contact center agents regarding scheduling questions
  • Analyze actual results and connect them with the original plan
  • Present results to Operations teams on operational performance
  • Analyze adhoc requests that influence supply and demand
  • Review and assess 3rd party capacity plan on a weekly basis
  • Assess team-count reporting from budgeting team and establish hiring plans
  • Communicate and co-ordinate hiring efforts with various stakeholder groups
  • Analyze short-term staffing conditions and provide solid mitigation plans to the Real Time team
  • Conduct post-mortem analysis and extract learnings
  • Act as a WFM Subject Matter Expert (SME) on cross-functional project teams
  • Identify areas of improvement and propose recommendations
  • Essential Requirements:

  • 2 years of Call Centre management experience or equivalent in a Workforce leadership role
  • Strong Mathematical and analytical skills
  • Proficiency in MS suite with advanced MS Excel experience
  • Exceptional communication skills written and spoken in English and French
  • Ability to understand new concepts and ideas quickly
  • Proven ability to establish partnerships and nurture the “act as one” philosophy
  • Ability to work effectively both independently and in a team environment
  • Very dynamic and capable of decision making
  • High capacity to learn, work under pressure to meet tight deadlines
  • Results oriented & highly adaptable
  • Self-motivated and possess a strong commitment to the vision, mission and values of Customer Service and client
  • Preferred Requirements:

  • IEX
  • SAS
  • T-SQL
  • Previous Telecommunications Business Intelligence experience
  • Experience with client's applications and processes (One Bill, OrderMax, BCRIS, MaxPlus, etc) would be an asset
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