Workforce Management Coordinator

Job title: Workforce Management Coordinator

Job description: The incumbent is responsible for the weekly planning and producing the call center agents’ schedules according to the forecasted work volume, the business rules and agents’ preferences to meet service level and productivity targets. As such, he must ensure that there are sufficient resources at all times according to the forecast. He is also responsible for adjusting the agents’ schedules as requested and communicating the anticipated staffing conditions for each department.

Responsibilities

?To analyze historical data and create forecast (interactions and average handle time) for upcoming weeks;

?To maintain payroll agent data in Optimizer (i.e. weekly paid hours);

?To enter future schedule exceptions (i.e. vacation days, banked time taken, etc.);

?To create agent schedules according to business rules;

?To analyze the workforce planning and adjust the workforce levels in the schedules according to forecast;

?To modify agents’ schedules according to various requests made by supervisors and staffing conditions;

?To present staffing conditions to the call center management team;

?To answer calls and e-mails pertaining to schedules in the team’s in-box.

Requirements

• College diploma (DEC) in administration;
• 1–2 years’ experience in call centre workforce management would be an asset
• Bilingual: Proficient in written and spoken English and French;
• Knowledge of MS Office suite;
• Knowledge of workforce management tools (Impact 360, NICE IEX, ININ Optimizer, etc.) would be an asset;
• Ability to analyze, to continuously respect deadlines under pressure, and to manage priorities;
• Available for extended hours (Saturday/Sunday and/or evenings – occasionally

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Company: Air Transat

Expected salary:

Location: Montreal, QC

Job date: Wed, 17 Aug 2022 07:50:09 GMT

Job Source: Careerjet.ca

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