The Manager of Workforce Management Strategy & Contact Centre Evolution will be responsible for the evolution of the workforce management practices at Cogeco.
The Manager is responsible to guide and provide recommendations related to scheduling, real time service level monitoring, forecasting, performance reporting and analysis for the Ontario region.
The Manager will also be responsible to build partnerships to understand the client group of the WFM team and provide recommendations for improvements or changes through data driven analytics. The successful candidate will have proven leadership, collaboration and organizational skills, expert level knowledge of Workforce Management and related technologies, a track record of innovation, the ability to proactively identify opportunities and quickly implement solutions, a positive attitude and a passion for exceptional customer service.
Bachelor's degree or combination of equivalent education and experience.
Minimum of 12 years of workforce management experience in a large contact centre environment with direct experience in contact centre related technology (Five9, Aspect, IEX, Dialers, Avaya CMS, IP Switch.