Supervisor, Workforce Management

July 4 2019
Industries Telecommunications
Categories Administrative, Clerical, Customer Service, Call Centres, Call Center manager
Montreal, QC

Position Summary

Cogeco's culture offers every employee the opportunity to excel. At home, everything is a team affair - in our day-to-day life there is no place for the ego. We share a common goal: to do more for our customers. We evolve continuously looking straight ahead, and fuel dynamism and ambition. Each of our employees contributes to making Cogeco a group of agile and dedicated experts who are unique in the market.

In this role, you will have to plan schedules and manage real-time staffing needs for the Trois-Rivières call center. You will lead a team of coordinators and analysts. You will need to build partnerships to understand the factors that determine workload and plan schedules and adjust resources in real time to optimize the customer experience and employee satisfaction. You will also lead or support projects and initiatives that build the capacity of the Workforce Management Team.

Required Skills
Ideally, you have the following skills

  • You have a university degree in administration, sales or a related discipline.
  • 4 to 5 years of experience in workforce management in a call center
  • At least 3 years of experience in team supervision
  • Strong analytical skills with the ability to pay close attention to detail
  • You are not afraid to question the status quo and focus on continuous improvement.
  • You have a good understanding of process management, change management and project management.
  • You prioritize teamwork and have great interpersonal skills and a high level of professionalism.

The Workforce Management Supervisor will work from the Trois-Rivières Call Center.

You will enjoy the following benefits:

  • Fun: Laughing at the office is part of everyday life.
  • Discounts on services: Take advantage of the outstanding services we offer our customers. You deserve it.
  • A motivating salary: Let's be honest - pay is important. We are competitive, come see.
  • Benefits: A host of practical benefits that contribute to your well-being. Cogeco is here for you!
  • Career Development: Join our team and we will give you the tools you need to reach your career goals.
  • State-of-the-art technology: Are you passionate about technology? U.S. too. We offer you the opportunity to steer, influence, create, improve and shape the industry of tomorrow.
  • A positive and pleasant work atmosphere
  • Competitions, prizes and activities

Your main responsibilities will be:

  • Manage the scheduling and scheduling of shifts to optimize staffing according to workload and achieve service level objectives.
  • Participate in scheduling projects to ensure successful implementation of new scheduling initiatives.
  • Ensure that schedules are constantly proactively optimized to maximize results through day-to-day and day-to-day optimization efforts (queue tracking, scheduling by agents, unplanned absences, new forecasts, routing and adjustment skills, and transaction flows).
  • Collaborate with and advise business managers on the sharing of work volume within and between sites to balance the workload between departments.
  • Establish and maintain communication channels for events that affect call center transactions.
  • Identify opportunities for efficiency to reduce costs (influence how long agents can not take calls, occupancy and productivity).
  • Manage and ensure staff development, including coaching, training and performance management.

Live the talent and technology together. Join us.

At Cogeco, we embrace diversity, inclusion and belonging. We are committed to providing equal opportunities to all qualified individuals wishing to join our team, regardless of cultural or individual differences. We aspire to create teams that reflect diversity, both for the benefit of our clients and the communities we serve. We firmly believe that this openness distinguishes us from our competitors and contributes to our reputation for excellence.

Apply now! network