... center workforce or Intraday management, preferably in a leadership role * Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call ...
... center workforce or Intraday management, preferably in a leadership role * Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Workforce Management Team Manager
Woodbridge, ON · On-site
CA$65K - CA$85K/yr
Must have a minimum of 2 years experience in an inbound call centre or customer operations environment * Prior Workforce Management experience with 100+ employees * Workforce Management certification ...
Workforce Management Team Manager
Woodbridge, ON · On-site
CA$65K - CA$85K/yr
Must have a minimum of 2 years experience in an inbound call centre or customer operations environment * Prior Workforce Management experience with 100+ employees * Workforce Management certification ...
... call center environment into WFM. * 2+ years in a lead, manager, or functional owner role focused on workforce management, real-time operations, scheduling, or capacity planning. * Hands-on ...
... call center environment into WFM. * 2+ years in a lead, manager, or functional owner role focused on workforce management, real-time operations, scheduling, or capacity planning. * Hands-on ...
Bilingual Call Centre Team Manager
CA$65K - CA$75K/yr
... manage workforce planning, scheduling, and resource allocation in collaboration with cross ... years of experience in a call centre or customer service environment, including leadership ...
Bilingual Call Centre Team Manager
CA$65K - CA$75K/yr
... manage workforce planning, scheduling, and resource allocation in collaboration with cross ... years of experience in a call centre or customer service environment, including leadership ...
Call Centre Supervisor
North York, ON · On-site
Manage details, multiple priorities, and deadlines in a fast-paced call centre environment. * Step in to perform Credit Counselling duties when needed, including client counselling. * Support people ...
New
Quick apply
Call Centre Supervisor
North York, ON · On-site
Manage details, multiple priorities, and deadlines in a fast-paced call centre environment. * Step in to perform Credit Counselling duties when needed, including client counselling. * Support people ...
New
Support configuration and integration of Workforce Engagement capabilities including call recording, quality management, workforce management, performance analytics, and compliance monitoring.
Support configuration and integration of Workforce Engagement capabilities including call recording, quality management, workforce management, performance analytics, and compliance monitoring.
Support configuration and integration of Workforce Engagement capabilities including call recording, quality management, workforce management, performance analytics, and compliance monitoring.
Support configuration and integration of Workforce Engagement capabilities including call recording, quality management, workforce management, performance analytics, and compliance monitoring.
Senior Workforce Management Analyst
Toronto, ON · Hybrid
CA$85K - CA$115K/yr
Design, maintain, and continuously improve Workforce Management planning processes to deliver accurate forecasts for contact center and backoffice operations across various operations. * Lead the ...
Senior Workforce Management Analyst
Toronto, ON · Hybrid
CA$85K - CA$115K/yr
Design, maintain, and continuously improve Workforce Management planning processes to deliver accurate forecasts for contact center and backoffice operations across various operations. * Lead the ...
Support workforce planning for new and existing programs. Scheduling & Capacity Management ... Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to ...
Support workforce planning for new and existing programs. Scheduling & Capacity Management ... Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to ...
Support workforce planning for new and existing programs. Scheduling & Capacity Management ... Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to ...
Quick apply
Support workforce planning for new and existing programs. Scheduling & Capacity Management ... Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to ...
Keep CRM and internal systems accurate and up to date * Work with Sales and Operations to keep ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Quick apply
Keep CRM and internal systems accurate and up to date * Work with Sales and Operations to keep ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Keep CRM and internal systems accurate and up to date * Work with Sales and Operations to keep ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Quick apply
Keep CRM and internal systems accurate and up to date * Work with Sales and Operations to keep ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Call Center Workforce Management information
What is a call center workforce management?
A Call Center Workforce Management (WFM) job involves forecasting call volumes, scheduling agents, and optimizing staffing to ensure efficiency and service level goals are met. WFM professionals analyze historical data, monitor real-time metrics, and adjust schedules to balance workload demands. They also use workforce management software to track productivity and improve customer experience. Their role is crucial in minimizing costs while maintaining high service quality in a call center environment.
What are the key skills and qualifications needed to thrive in call center workforce management, and why are they important?
To thrive in Call Center Workforce Management, you need strong analytical skills, expertise in forecasting and scheduling, and experience in operational optimization, usually supported by a degree in business, statistics, or a related field. Familiarity with workforce management software (such as NICE, Verint, or Genesys), advanced Excel skills, and understanding of call routing systems are highly valued, and relevant certifications can be advantageous. Excellent problem-solving, communication, and adaptability help professionals effectively balance staffing needs with business goals and respond to rapidly changing demands. These skills are essential to ensure optimal call center performance, cost control, and high levels of customer and employee satisfaction.
What are the typical daily responsibilities of a call center workforce management professional?
A Call Center Workforce Management professional is responsible for forecasting call volumes, creating and adjusting staff schedules, and monitoring real-time queues to ensure adequate coverage throughout the day. They regularly analyze key performance metrics, coordinate with call center team leads to address staffing gaps, and adjust plans in response to unexpected changes like high call spikes or employee absences. Daily tasks may also include producing reports, communicating with management about service level achievements, and supporting continuous improvement projects. This role is collaborative, requiring close work with both operations and HR teams to achieve service, efficiency, and employee satisfaction targets.
What are popular job titles related to Call Center Workforce Management jobs in Toronto, ON?
For Call Center Workforce Management jobs in Toronto, ON, the most frequently searched job titles are:
What job categories do people searching Call Center Workforce Management jobs in Toronto, ON look for?
The top searched job categories for Call Center Workforce Management jobs in Toronto, ON are:
- Inbound Call Center
- Federal Government Call Center
- Part Time Rbc Bank Call Centre
- Freelance Insurance Call Center
- Home Inbound Call Center
- Work From Home Online Inbound Call Center
- Flexible Call Center
- Flex Time Bilingual Spanish Call Center Customer Service Representative
- Full Time Ibex Global Call Center
- Night Shift Bilingual Call Center Agent
Full-time
Posted 25 days ago
Job description
The Opportunity
You love to work in a fast-paced environment, you respond quickly to problems and opportunities as soon as they arise, you inspire confidence through your leadership and ability to work with many stakeholders at all levels of the organization.
If that is you, the Manager, Intraday and Workforce Data Optimization role may be right for you.
As part of the Intraday and Workforce Optimization Team, this role is responsible for management of call handling data and productivity data sets supporting the workforce capacity plans. It also includes forecasting call volumes and staffing requirements in a multi-skills contact center operation, managing scheduling and intraday management processes which optimize service levels and strike the right balance between business requirements and employee engagement. It includes frequent requests for performance analysis, solution design and implementation of small projects.
What to Expect
- Manage the design, enhancement and maintenance of call forecasting processes across multiple lines of business
- Own the design and optimization of the scheduling strategy which strikes a balance between business requirements and employee engagement
- Lead an intraday team who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
- Lead and/or contribute to projects impacting contact center structure, schedules, reporting needs, and technology
- Leverage Nice and Clearview to optimize data used by Intraday Analysts for scheduling and monitoring/projections of service levels to solution appropriate actions, when required
- Lead implementation of Google CES to optimize Intraday scheduling and forecasting processes
- Optimize the data used in capacity and call handling models by utilizing advanced analytics on call handling and workforce capacity plans to track performance, improve productivity, and forecast benefits of automation and digitization of existing processes.
- Report on volumes, performance and service levels on a regular basis
- Conduct ad-hoc analysis of contact center performance and workforce capacity plans, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders
What You Bring
- Minimum of 5-7 years in contact center workforce or Intraday management, preferably in a leadership role
- 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 would be a definite asset
- Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
- 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)
- Experience in the Property & Casualty insurance industry would be an asset
Salary Range : $88,000- $138,00