Workforce planning and quality assurance define this Toronto-based position, combining office and work from home with close stakeholder collaboration.
As a Workforce Management and Quality Assurance Specialist, you will support contact centre, claims, and assistance operations. Your work spans forecasting, scheduling, real-time performance management, quality monitoring, reporting, and continuous improvement. The position supports exceptional customer service and operational excellence.
Key Responsibilities:
- Develop forecasts, staffing plans, and operational schedules
- Monitor real-time performance and adjust staffing
- Administer quality programs and conduct interaction reviews
- Analyze metrics and recommend operational improvements
- Deliver quality-focused training, coaching, and calibration
Requirements:
- Three or more years workforce management experience
- Contact centre environment experience
- Quality assurance, claims, customer service, or assistance experience
- Advanced Microsoft Excel proficiency
- Forecasting, analytical, communication, and coaching abilities
Apply workforce planning, quality monitoring, and analytical skills to improve customer service across Toronto operations.