Workforce Management Administrator Jobs

Fluent communication skills in English are required and bilingual skills in French are an asset

Excellent health, dental and insurance benefits to meet the diverse needs of our employees

Generous vacation time, fitness benefit, parental leave top-up options

Commitment to the continuous improvement of our staff through learning & development and an education assistance program

Develop innovative WFM practices that are ground-breaking

Lead our departmental reporting and analysis function

Comprehensive review of the clients WFM practices, emphasising forecasting, scheduling, intraday management processes, agent experience, and systems integration.

Detailed review of forecasting, scheduling, and intraday management processes.

Excellent presentation skills with experience delivering executive-level briefings and recommendations.

Assessment of the WFM organisational Framework, including structure, hierarchy, decision-making processes, roles, and responsibilities.

Evaluation of WFM platform capabilities and tools integration with core platforms.

Assessment of the agent experience, including pain points and feedback mechanisms.

Demonstrated knowledge of and experience with workforce management software (experience with Avaya WFO or Verint 360 is an asset)

Knowledge or experience working in a multi-skillset, multi-location contact centre. Manage multiple skill sets in an skill based routing environment

2 years experience in Workforce management scheduling and intra-day analyst in a similar 24/7 inbound customer service contact centre environment

Strong organizational and time management skills in order to meet deadlines

Monitor, track, and assess attendance under the corporate Attendance Management Program (AMP) and assist in creating development plans with Supervisors.

Prepares and analyzes statistical reports for Management review.

Knowledge of workforce management, including experience with tools such as Dayforce or Storeforce

Build reports to support workforce management initiatives and ongoing business operations

Highly organized in project management; ability to juggle multiple priorities

Excellent data analytics and critical thinking skills

Authentic, professional and excellent written and oral communications skills

Experience with SQL / SAS / Teradata / MicroStrategy or other analytical tools

Workforce management and workforce planning experience, including but not limited to experience with Dayforce, Kronos, eTime, and similar platforms

Experience with data migration, PAAS and SAAS technologies and vendor relationship management is a plus

Leading impact assessment, and dependency management and ensuring architectural decisions included in design

Strong experience providing technical requirements for medium to large initiatives

Converting and documenting business requirements into technical requirements

Prioritizing requirements based on business and technical needs

Building organization-wide relationships to move initiatives forward and position ideas to enhance the likelihood for success.

Ensuring reporting compliance within organization by managing data integrity and executing quality checks and reconciliation exercises to ensure accurate reporting.

Contributing to the documentation, QA, and organization of our datasets.

Manages, updates and ensures accuracy of WFM documentation

1120 Bd Marie-Victorin, Longueuil, QC J4G 2H9, Canada

Duration: 6 Months Contract to hire or extension

Shift Hours: Mon-fri 8:00 Am – 5:00 Pm

Builds and publishes long term forecasts for multiple multi-channel support centers

Builds and publishes short term forecast adjustments for Holidays, special events and projects

Experience with Workforce Management Software (IEX, Genesys, Pega)

Facilitate conversations between Operations and other Workforce Management teams

Demonstrated experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks

Experience managing people and coordinating work across teams

Ability to manage multiple changing priorities

Ability to balance day-to-day responsibilities with long-term improvement initiatives

Minimum of 1-2 years of payroll experience with solid systems and payroll knowledge

Salary: 65 to 85K per year + robust benefits package.

Required: ADP Workforce Now Experience

Must possess excellent customer service skills

Working knowledge of standard payroll practices, company policies, and ESA

Working knowledge of collective agreements

Responsible for the management of qualifications and the required number.

Excellent aptitude for personnel management and communication skills.

Minimum 7 years of experience in the airline industry/operations.

Experience in all aspects of duties normally assigned to all station employees.

Knowledge of MS Office and communication tools as per telephone and radio.

Responsible for managing the station’s manpower resources.

Workforce management and workforce planning experience, including but not limited to experience with Dayforce, Kronos, eTime, and similar platforms

Experience with data migration, PAAS and SAAS technologies and vendor relationship management is a plus

Leading impact assessment, and dependency management and ensuring architectural decisions included in design

Strong experience providing technical requirements for medium to large initiatives

Converting and documenting business requirements into technical requirements

Prioritizing requirements based on business and technical needs

Understand and manage specific customer requirements regarding delivery operating procedures

Work closely with the Account Management team to ensure outbound order accuracy and on time fulfillment

Receive and manage franchise orders from third-party ordering sites and ensure accuracy in SAP

Must possess excellent organizational skills

Previous customer service experience in a wholesale environment preferred

Recognition programs to showcase your talent!

Produce bi-weekly mid-term outlook plans and present to management with hiring recommendations for the business unit.

Support census management to ensure the accuracy of staffing levels

Proven track record in transforming a workforce management function in a large-scale operation with tangible results.

Actively manage performance; identify training needs and provide post-training support for call center and frontline operation positions.

Manage 24/7 operation with two separate business entities with multiple lines of business.

Maintain up-to-date knowledge of industry developments and competitive intelligence.

Multiple years of related experience in people management, workforce planning, skills development and career planning

Leads relevant change management initiatives independently for Field Services

Workforce Management Leader, Field Service

Identifies globally Field Service workforce strategic skills as well as tailors and implements re- and upskilling plans accordingly

Assures training and certifications are in place in close co-operation with Metso Outotec Training Academy

Experience in leading indirectly multicultural teams and projects in a matrix organization