Seize the chance to manage workforce optimization as a Manager in a leading contact center. Focus on call handling data, forecast staffing needs, and enhance scheduling strategies for improved service levels. This role is crucial within the Intraday and Workforce Optimization Team, responsible for shaping productivity and workforce capacity plans.

Your expertise will ensure accurate forecasting and effective scheduling, bridging business requirements with employee satisfaction. Engage in performance analysis, solution design, and project management to create a high-performing setting. Key Responsibilities:

- Enhance call forecasting for multiple business lines
- Craft scheduling strategies to optimize employee engagement
- Lead a team managing schedules and service level monitoring
- Contribute to projects enhancing contact center operations
- Leverage data tools like Nice and Clearview Requirements:
- 5-7 years in workforce or intraday management
- Data proficiency with analytics tools experience
- Knowledge of NICE WFM or Five9 is a plus
- Adaptable and resourceful problem solver
- Bachelor’s degree in Mathematics or related field Capitalize on your leadership and analytical capabilities to transform workforce efficiency.

📌 Workforce Optimization Manager Role (Toronto)
🏢 Definity Financial
📍 Toronto