Company description
Who We Are
With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.
At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.
Job Description
What You’ll Do:
Reporting to the Manager, Business Operations Support, you will be responsible for all workforce management functions including forecasting, scheduling, real-time monitoring and reporting. This position requires extensive analysis of workload, schedules and real-time operation, and taking necessary action to ensure effective and efficient use of resources.
The core parts of your role will be to:
- Monitor staffing levels and work times to uncover emerging trends and support decisions when it comes to reallocating resources.
- Manages intraday staffing and service levels.
- Provide constant and effective queue management support to optimize agent skilling, schedule adherence and occupancy levels to ensure service level objectives are met.
- Works closely with the operations team and other stakeholders to plan and execute off phone work such as coaching, training, team meetings, etc.
- Develops accurate short-term forecasts of inbound and outbound call volumes, handle times and off-phone workload that provide accurate workload predictions of budgeting, staffing and hiring. Develops schedules that support the forecasted workload and enables the call centre to meet service level and quality objectives.
- Provides performance statistics and makes recommendations to maximize performance. Working in partnership with the call centre Manager, implements and develops action plans to improve gaps.
- Prepares and analyzes daily and monthly reports using NICE CX and UCB Desktop for forecasting and planning.
- Provides input and root cause analysis on actual performance against planned forecasts and offer clear rationales when service level objectives are not met.
- Coordinates annual vacation planning requirements and schedule requirements and definitions.
- Forecasts results and analyzes actual queue performance with relationship to schedule adherence.
- Compiles and maintains accurate historical data of call volumes, off-phone work, average handle times, service level and other ACD performance statistics, training, coaching, meeting hours and other related data.
- Maintains effective relationship with call centre leadership team and contributes to the implementation of new contact center programs.
- Recommends activities or process changes that would benefit the organization and its members.
- Performs other duties within competence, as assigned.
Qualifications
Let’s Talk About You:
This is the unique blend of skills and experience we would love to see in an ideal candidate:
- Three years of experience working in a contact centre, including 2+ years of Workforce management or Workforce optimization, preferably in real-time management.
- Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- Superior time-management, project management and organizational skills to manage competing priorities.
- Demonstrated ability to collect, compare and analyze all information and figures in great detail while using strategic and creative approaches to solve complex problems.
- Demonstrated ability to develop performance-related reporting
- Demonstrated ability to analyze data and apply judgment in decision- making and problem-solving situations
- Knowledge of workforce management software such as NICE CX is considered an asset.
- Advanced knowledge of Microsoft Office Suite applications.
- The ability to communicate in French is considered an asset.
- A college diploma or equivalent designation.
We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.
Additional Information
Some of the Perks We Offer:
We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:
- Rewarding salary and bonuses that truly value your dedication
- Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
- Defined benefit pension plan for a financially confident retirement
- 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
- Access to a wealth of learning resources, including LinkedIn Learning for professional development
- Flexible work-from-home and hybrid options
- Unlock your potential with opportunities for advancement
Let’s work together! If you are interested in this opportunity, please apply online.
OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.
As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.
We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.
#LI-Remote, #LI-Hybrid
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