Assistant Workforce Planner (6 months)

This role will provide support in the day to day management of the CLSC with respect resource planning and scheduling.

Home Location: Work from Home
Secondary Location: Provincial Office

Reporting to: Manager, Operations

• Review existing scheduling and staffing processes, and identify opportunities for improved efficiencies, including schedule rotation, hours of operation, and agent staffing for each line of business
• Create various daily, weekly, monthly staffing schedules through specific workforce management software and or via excel based on what is necessary based on each line of business
• Create forecasts by analyzing past work volumes, staffing patterns, and any other factors that will impact staffing levels to effectively determine call volumes for some lines of business
• Evaluate staff scheduling to adequately handle forecasted call volumes within an expected average handle time and average speed of answer and service level for all lines of business

• Maintain and review holiday patterns with the Workforce Planner and Operations Manager to ensure that holidays are effectively covered
• Maximize operational efficiencies by accurately matching staffing to workload arrival patterns, planning schedules, and handling multiple tasks aimed at exceeding ongoing service levels and occupancy.
• Create and complete daily, weekly, monthly reporting as needed for various line of businesses
• Monitor real time performance measurements and traffic variances, providing immediate feedback to department supervisory and management groups
• Work cross-functionally with other managers in the department to resolve service impacting issues
• Provide detailed weekly and monthly priority lists, reports, and updates to the Team and to Senior Management
• Maintain and update configuration of our workforce management tool as we improve and change our phone system
• Other duties as required

• Demonstrated knowledge of call centre forecasting; minimum of 1 years' experience
• 1 plus years of call center scheduling experience
• Knowledge of Verint Monet an asset
• Knowledge of call centre metrics and reporting
• Strong computer skills that include proficiency Word, Power Point and advanced proficiency in Excel; intermediate to advanced Pivot table experience
• Proven analytical skills in a previous call centre environment.
• Excellent ability to communicate with various management levels.
• Strong communication skills; must be accustomed with delivering training and presentations
• Demonstrated flexibility and ability to adapt to fast and changing needs.

Organizational Competencies Expected
• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Sound Judgment
• Organizational Awareness
• Teamwork and Collaboration

To apply submit a covering letter & résumé.

Only those candidates selected for an interview will be notified by email.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU-PO) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.
Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com