Workforce management Agent
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
In collaboration with the contact center manager the Workforce Management Coordinator is responsible for the daily and weekly optimization of the contact center. Specifically the person must ensure that the optimal number of staff is available at all times to maximize various performance and efficiency results in the sectors.
Responsibilities
- Monitor traffic on the different queues and agent adherence continuously.
- Manually adjust schedules or configure settings to enable automated tasks.
- Make necessary call routing adjustments to balance service level results.
- Analyze document and present operational performance results.
- Adjust daily and upcoming forecasts based on recent trends and additional information received.
- Communicate current results and the action plan for the next few hours.
- Handle requests from various sources (WFM support queue emails or ticketing SharePoint etc.).
- Validate the coding of activities in schedules to ensure payroll file processing.
Qualifications :
- Degree in workforce management or a related field or a combination of relevant education and work experience.
- Experience in workforce management real-time management.
- Advanced knowledge of contact center performance indicators.
- Proficiency in Office 365 tools with an intermediate level of Excel required.
- Knowledge of the tools used by us: NICE IEX EEM Genesys Cloud SharePoint Office 365.
- Desire to excel daily and be part of a dynamic and collaborative team.
- Ability to manage multiple activities simultaneously prioritizing for oneself and with the work team.
- Operational coverage required for the team is 7 days including holidays generally during daytime hours (7 am-6 pm).
- Oral and written fluency in French and English.
Additional Information :
- Workplace: Remote (from Quebec) primarily otherwise occasionally at 300 Léo-Pariseau in Montreal.
- Full-time (37.5 hours/week).
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*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English both orally and in writing with colleagues customers and other stakeholders in Quebec the rest of Canada and internationally.
Employment Equity
At Transat we foster an environment where inclusiveness respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women members of visible minorities ethnic minorities aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation please contact us in order to work together in meeting adequately your needs.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
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