Manager, Intraday and Workforce Data Optimization
$138–$88,000 year
On-siteToronto, Ontario, Canada
Job Summary
Manage call forecasting processes and scheduling strategies across multiple business lines to optimize service levels and workforce capacity. Lead an intraday team responsible for preparing schedules, handling change requests, and monitoring service levels while implementing advanced analytics on call handling data. Drive the design, enhancement, and maintenance of data sets supporting productivity plans, including the deployment of Google CES and optimization of Nice and Clearview tools. Conduct ad-hoc analysis of contact center performance to identify opportunities for process improvement and automation. Report regularly on volumes, performance, and service levels in collaboration with stakeholders.
Required Qualifications
- Minimum of 5-7 years in contact center workforce or Intraday management
- Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
- Excellent communication skills, both verbally and in writing
- Intermediate skills with Microsoft Excel
- Bachelor's or College degree in relevant discipline (e.g. Mathematics, Economics, Business Management)
Desired Qualifications
- Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call handling performance and drive process improvements
- Knowledge of NICE WFM workforce management and/or Five9 applications
- Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
- Experience in the Property & Casualty insurance industry
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