Workforce Management Business Partner 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

Strong management and leadership, with the ability to work independently and in a team.

Manage your portfolio of accounts for long-term success

Experience working with online advertising platforms such as Facebook, Google, Instagram.

Building and implementing advertising strategies on online platforms such as Facebook, Google, Instagram.

Optimize ad campaigns to get the most out of your advertising budget.

Coordinate with other departments to ensure consistency and efficiency in advertising activities.

Provide strategic HR advice to the Vice President and management team.

Manage the high potential identification, development, and succession planning processes.

Minimum of 10 years of related experience.

Experience in developing and executing high potential identification, development, and succession planning processes.

Experience in facilitating talent calibration meetings.

Experience in 360 and psychometric assessment and feedback.

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

Provide strategic HR advice to the Vice President and management team.

Manage the high potential identification, development, and succession planning processes.

Minimum of 10 years of related experience.

Experience in developing and executing high potential identification, development, and succession planning processes.

Experience in facilitating talent calibration meetings.

Experience in 360 and psychometric assessment and feedback.

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.

Comprehensive knowledge of HR management practices (recruitment and selection, staffing, planning, organizational behaviour, training and development, employee and labour relations, compensation)

Coordinate the development, implementation and maintenance of probationary and performance management processes and key metrics, data, reporting, and analysis

Coordinate the development, implementation and maintenance of Human Resources policies and procedures and records management processes

Post-secondary degree/diploma related to Human Resources Management

Experience in a complex, multi-union environment working effectively with all levels of employees and unions, preferably in the education/public sector

Coordinate HR projects and continuous improvement initiatives to improve service excellence and delivery, employee experience, engagement, and retention

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