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Manager, Workforce Management Strategy and Contact Centre Evolution

July 13 2021
Industries Telecommunications
Categories Project Management, Business Analysis, Customer Service, Call Centres, Customer service, Call Centre, HR, Training, Call Center manager
Burlington, ON

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.

KEY RESPONSIBILITIES

  • Responsible for the development and implementation of the operational excellence plan for all operational groups within the Ontario region;
  • Responsible to play a key role in the implementation and evolution of the Contact Centre Technologies (Five9 and Aspect);
  • Development, implementation and execution of a scheduling model for the various channels and groups within the Ontario region;
  • Integration of alternate contact channels into the contact centres (ie: outbound, chat, sms, email) including robust reporting, forecasting and analysis.
  • Clear and thorough understanding of Cogeco's call routing strategy providing recommendations as needed for improvement;
  • Partner with the Quebec region to ensure alignment and adherence to workforce management best practices;
  • Development and execution of a training strategy for the Workforce Management team;
  • Documentation of WFM best practices;
  • Spearhead improvements related to workforce management processes including automation;
  • Development and oversight of key metrics that will assist in understanding our customers and our contact centre efficiencies (ie: first contact resolution);
  • Act as liaison with operational teams in order to ensure WFM methodologies and processes are aligned with objectives;
  • Assist internal customers with the analysis and interpretation of contact center data and metrics and make recommendations for process or productivity improvements;
  • Clear and thorough understanding of all channels and operational teams in order to build recommendations related to workforce management practices;
  • Provide guidance to the Workforce Management team regarding forecasting and planning of contact volumes for various channels, as well as the real time service level management;
  • Participate in the development of Cogeco's rightsourcing strategy;
  • Proactively manage the call routing intelligence & optimization of all Cogeco telecommunications systems and tools;
  • Participate in the RFIs, RFPs for outsourcing and new tools as it relates to workforce management and the evolution of the contact centre;
  • To support Cogeco's ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.

QUALIFICATIONS

ACADEMIC
Bachelor's degree or combination of equivalent education and experience.

WORK 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.

SPECIFIC COMPETENCE

  • Exceptional analytical skills with high attention to detail;
  • Exceptional proficiency with MS Office Excel and Google Suite;
  • Strong understanding of process management, change management, project management;
  • Driven to continual improvement of processes and working environment;
  • Exceptional organization skills with proven ability to multitask.

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