Title: Workforce Management Team ManagerDepartment: Customer OperationsLocation: 6300 Steeles Ave West, WoodbridgeTotal Expected Compensation: $65,000-$85,000Position Summary: Reporting to the Manager, Customer Operations Workforce Optimization, the hands‐on Team Manager, Workforce Management leads and develops the Customer Operations support teams. Responsibilities include forecasting and capacity planning, live monitoring of customer contact service levels, intraday reporting, quality and audits, and maintaining process documentation.ResponsibilitiesLeadershipProvide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts to meet department objectives and strengthen organizational capability.Deliver initiatives that motivate and inspire employees to drive consistent results.Support Customer Operations through day‐to‐day operational activities including special projects, workforce and intraday management, scheduling, and communications.Ownership, administration and configuration of the Workforce Management and Knowledge base software.Other duties assigned.Workforce ManagementSupport employee and labor relations by working with union stewards and Human Resources to ensure the team follows the collective agreement, maintains compliance and prevents violations.Support budget and financial deliverables in partnership with Finance Operations.Manage forecast analysts to develop and execute forecasting and capacity planning for all lines of business.Proactively identify capacity risks and recommend mitigation strategies to support enterprise resilience.Build effective relationships with key stakeholders, including leadership, by understanding requirements and dynamics across decision makers.Live monitor and report all channels, agents,



and key performance indicators to meet or exceed daily targets.Promote operational effectiveness and positive customer experience through negotiation and communication with senior management and channel leaders.CommunicationsCoordinate and maintain effective communication practices to deliver a unified method that aligns all channels and support teams.Assist with reactive issues, including crisis communications and issue management monitoring and reporting.Maintain and streamline internal processes such as internal audits and evaluations.Present analysis in a clear, concise manner with specific recommendations to improve service level and efficiency.Lead change management to assess workforce impact of new initiatives, system changes, and process updates, creating actionable workforce plans, staffing models, schedules, and intraday strategies.QualificationsBachelor's degree in Business or an equivalent field.3–5 years of leadership experience.Minimum of 2 years experience in an inbound call center or customer operations environment.Prior Workforce Management experience with 100+ employees.Workforce Management certification an asset.Proficiency with MS Office, Internet, Avaya, scheduling software, knowledge base software, CRM, IVR, etc.Excellent verbal and written communication skills.Strong ability to coach, motivate, and train/develop staff.Strong organizational and time‐management skills, sound judgment, and decision‐making abilities.Demonstrated ability to listen, evaluate, and take initiative.Ability to excel in a fast‐paced environment, meticulous attention to detail, and work under pressure with tight deadlines.Experience working in a unionized setting an asset.Note: This job description is not intended to be all-inclusive; employees may perform other related duties as negotiated to meet the ongoing needs of the organization.Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.#J-18808-Ljbffr

📌 Workforce Management Team Manager - C$65,000 - C$85,000 A Year (Vaughan)
🏢 407 ETR
📍 Vaughan