Elevate Customer Operations as the Workforce Manager based in Woodbridge. Focus on capacity planning and team development to drive operational success and efficiency.

This role involves reporting to the Customer Operations Workforce Optimization Manager while directing forecasting efforts and monitoring service metrics. You’ll also lead team coaching, negotiate with senior management, and support organizational compliance through effective labor relations.

Key Responsibilities:

- Monitor and report on all key performance indicators
- Coach and evaluate team members for development
- Lead operational activities and special projects
- Manage capacity planning for all business lines
- Present actionable analysis to improve service levels

Requirements:

- Bachelor’s degree in Business or equivalent
- 3-5 years of leadership required
- Two years in an inbound call center environment
- Prior experience managing large teams in Workforce Management
- MS Office and CRM proficiency essential

Utilize your leadership skills to ensure effective workforce operations that enhance customer experience and team development.

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📌 Customer Operations Workforce Manager - Woodbridge (Vaughan)
🏢 407 ETR Concession Company
📍 Vaughan