Gestionnaire principal·e de la planification des effectifs

About the role

We are seeking a Principal Staffing Manager for our Community Support team. This individual will be responsible for maximizing efficiency through workforce optimization, improving the quality of customer interactions through continuous monitoring and training, and enhancing the service level by leveraging data-driven analysis.

Responsibilities

• Supervise the creation and management of employee schedules to meet forecasted demand.
• Ensure schedules optimize resource allocation, minimizing understaffing and overstaffing.
• Collaborate with operational teams to adjust schedules in real-time based on demand and unforeseen circumstances.
• Optimize labor costs while maintaining service quality through strategic use of workforce management levers.
• Monitor and control idle time categories and conduct rigorous oversight of overtime, absenteeism, and other cost-incriminating factors.
• Real-time monitoring and adjustment of call volumes and agent availability to maintain service levels during peak periods or anticipated increases.
• Communicate with operations leaders to resolve staffing issues and find solutions to mitigate risks.

Qualifications

• At least 10 years of experience in workforce management, commercial operations, or operations management, preferably in international contact centers.
• Deep understanding of functional areas, operations, and best practices in contact centers, as well as an overall grasp of workforce scheduling and process optimization.
• Advanced knowledge and expertise in workforce management software and tools (e.g., Aspect, NICE, Verint) is essential, along with a good understanding of industry best practices.
• An ongoing commitment to learning emerging technologies within contact centers is crucial.
• Experience with short-term forecasting, planning, shift management, real-time tracking, procurement, and report generation.
• Experience working in contact centers with a deep understanding of customer service dynamics, contact volume fluctuations, and the impact of workforce management on service levels.
• Strong analytical and problem-solving skills with a proven track record of using data to make strategic business decisions.
• Exceptional project management skills, including the ability to manage multiple initiatives simultaneously.
• Exceptional leadership abilities, including the capacity to build and lead high-performing teams and motivate colleagues.
• Outstanding oral and written communication skills, enabling effective interaction with senior leadership, frontline staff, and various community service teams.

Benefits

The position is eligible for bonuses, equity, benefits, and Employee Travel Credits.

Pay

Canada Annual Pay Range: $144,000—$180,000 CAD

Schedule

Based in Canada for this role.