Take charge as the Intraday and Workforce Data Manager in a thriving contact center setting. Oversee call handling metrics, optimize workforce forecasting, and enhance scheduling strategies for service excellence.

This managerial position within the Intraday and Workforce Optimization Team focuses on data management related to call volumes and staffing needs. Your leadership will inspire innovation in scheduling, ensuring service levels align with employee engagement. Engage with various stakeholders through performance analysis and project development.

Key Responsibilities:
• Direct call forecasting processes for diverse business areas
• Formulate scheduling strategies to balance needs
• Supervise team preparations and monitor service levels




• Trailblaze projects affecting schedules and technologies
• Use NICE and Clearview for data-driven decisions

Requirements:
• 5-7 years of experience in contact center management
• Solid data management skills with analytics proficiency
• Familiarity with NICE WFM or Five9 preferred
• Proven leadership and mentoring abilities
• Relevant Bachelor’s or College degree

Utilize your leadership and analytical expertise to enhance workforce performance and optimization.
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📌 Intraday and Workforce Data Manager (Ontario)
🏢 Definity Financial
📍 Ontario