JOBS

Workforce Manager Ottawa

Ottawa (ON) On-site Only
Opportunity Number: 2072561
Duration
Contract
IndustrySpecialization
ServiceExecutive & Management
LanguageSecurity Clearance
English verbal and writtenCriminal Check at time of placement
Start PeriodDate Posted
Two weeks +Thursday, September 22, 2022
Job Description

We are currently seeking a Workforce Manager for our client in Ottawa! This is a full time permanent position located on site on Preston street

The ideal candidate will have a 1 - 3 years' experience managing a large workforce as a Workforce Manager.

Roles and Responsibilities

  • Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
  • Lead the development of forecasts, resource plans, and schedules for all programs
  • Analyze trends within operations, including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast patterns
  • Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues
  • Work with Operations partners to understand key call drivers and capacity needs
  • Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods
  • Manage & prioritize queue of inbound requests for data; manage clients' expectations accordingly
  • Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards and labour guidelines
  • Assure timely system updates of staff movement, historical results and proper trending within the WFM application
  • Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
  • Generate executive reports on demand to assist business leads in creating KPI Dashboards for the management team to review


Qualifications and Experience
Must have:

  • Qualifies for a security clearance
  • Excellent communication skills both verbal and written
  • Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others
Nice to have:

  • Bachelors degree, combination of both, or equivalent working experience
  • Minimum 1-3 years' experience managing a large workforce
  • Proven ability to develop, implement and manage a workforce planning and scheduling approach in a multi-channel environment
  • Demonstrates knowledge of call centres
  • Familiarity with Zendesk



We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2072561

Similar Jobs

CFO - Join a thriving, dynamic organization!

 Permanent

 Vancouver

 Two weeks +

Intermediate Project Manager

 Contract

 Ottawa

 Two weeks +

Intermediate Project Manager

 Contract

 Ottawa

 Two weeks +