Take charge of workforce data and optimization strategies as an Intraday Manager in our contact center. Balance business needs and employee engagement in a fast-paced workplace.
As the Intraday Manager, you will oversee call handling data and productivity metrics vital to our workforce planning. Your role will include leading a team to optimize forecasting and scheduling processes, ensuring that service levels are consistently met. Collaborate with multiple stakeholders to implement timely solutions and monitor performance analytics.
Key Responsibilities:
• Lead the design of call forecasting and scheduling strategies
• Manage real-time staffing and service levels effectively
• Drive initiatives to improve performance analysis




• Oversee projects impacting technology and reporting structures
• Utilize advanced analytics to track performance metrics
Requirements:
• 5-7 years experience in workforce management
• Expertise in data analytics and performance evaluation
• Familiarity with NICE WFM and/or Five9 tools
• Excellent communication and leadership skills
• Degree in Mathematics or related discipline
Facilitate a robust workforce optimization strategy that enhances productivity and employee satisfaction while driving operational excellence.
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📌 Intraday Manager, Contact Center Optimization (Toronto)
🏢 Definity
📍 Toronto