Manager, Workforce Management (WFM – Canada Post)

Job title: Manager, Workforce Management (WFM – Canada Post)

Job description: Your role at a glance:

As Canada’s largest provider of customer service solutions, we believe that having a sophisticated workforce management model is imperative to help attract and retain the best talent. If you are known for your excellent leadership and problem-solving skills and you’re looking for your next challenge, now is your time to join the Workforce Management (WFM) team at Nordia.

As a WFM Manager, you will be responsible for managing service levels while working to reduce business costs and boost the employee’s efficiency. Thanks to your strategic thinking and analytical skills, you’ll be able to project staffing needs, respond to issues quickly, and manage risk. This is the ideal position for any individual looking to grow professionally in a strategic leadership role.

Here’s what your day will look like

In this role, you will:

• Monitor and analyze volume patterns and adjust staffing needs accordingly;
• Monitor trends and WFM variables to use data for future forecasts;
• Provide notice to recruitment and training managers in regards to hiring and training of agents to help maintain appropriate and cost-efficient FTE counts;
• Access data and complete analytics in relation to financial impacts;
• Provide data and reports to support the weekly and quarterly business review, as required;
• Drive internal teams and program strategic mandates;
• Identify areas of improvements and process improvement plans;
• Promote workforce management processes to all stakeholders and provide awareness of WFM framework;
• Develop WFM training materials and programs for all operational support and agents.

Here’s what you need to join the team:

• Bachelor’s degree or certificate in business, an asset;
• Previous experience in workforce management or resource planning, a strong asset;
• Excellent communications skills – You’re a skilled communicator who knows how to convey information precisely and concisely;
• Knowledge of the WFM framework and related applications such as IEX, Avaya, Five9, an asset;
• Knowledge of Business Intelligence applications;
• Excellent planning, analytical and organizational skills with great attention to detail;
• Great knowledge of the MS Office suite (Excel and PowerPoint);
• Excellent multitasking skills and ability to make data-driven strategic decisions;
• Bilingualism (written and spoken, English and French), an asset.

What we offer:

By joining the Workforce Management department, you’ll join a dynamic, inclusive, and passionate team. You will have motivating challenges daily, possibilities to grow within the company, and the occasion to develop your skills.

Why Nordia?

It’s simple: our top priority is to provide a rewarding environment for our employees. That’s why we are proud to offer competitive compensation, a stimulating work environment, and excellent benefits. According to the most recent internal survey, our employees confirm it: 86% of them would recommend Nordia as an employer to their family and friends!

Also, we have were recognized by Waterstone as one of Canada’s Most Admired Corporate Cultures for the second time in a row in 2021, and we are a Dunamis Award recipient for our excellence in human resources.

Want to learn more about our career opportunities and what makes Nordia the best place to work? to find out!

Company: Nordia

Expected salary:

Location: Moncton, NB

Job date: Mon, 21 Mar 2022 08:11:15 GMT

Job Source: Careerjet.ca

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