Workforce management Agent

Job title: Workforce management Agent

Job description: The incumbent is responsible for the daily planning of the call centre. As such, he must ensure that there are sufficient resources at all times according to the latest interaction volume and average handle time (AHT) trends to meet service level and productivity targets. He is also responsible for monitoring the call routing network, for revising agents’ schedules and communicating service results.

Responsibilities

• Analyze and publish service results from the previous day and week;
• Forecast interaction volume and AHT for days to come;
• Monitor the network and service results in real-time;
• Analyze the workforce planning and adjust the workforce levels according to same-day trend;
• Modify agents’ schedules according to various requests made by supervisors and staffing conditions;
• Keep up-to-date the skills and profiles of each agent in ININ system;
• Take voice messages advising of absences on the WFM voicemail, and e-mails in the WFM inbox.

Requirements

• College diploma (DEC) in administration OR 1–2 years’ experience in call centre workforce management OR a combination of relevant work experiences
• 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 manage priorities;
• Available for extended hours (Until 6:30 pm on weekdays and on weekends and statutory holidays);

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Company: Air Transat

Expected salary:

Location: Montreal, QC

Job date: Fri, 23 Sep 2022 07:41:00 GMT

Job Source: Careerjet.ca

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