Posted On: 08-30-2018
Position Title: Workforce Agent
Job Location: Ottawa, Ontario, Canada
Contact: James Parsons – jparsons@cc.msicorp.ca
MSi Corp: Workforce Agent
Job Type: |
Flexible (FT) |
Schedule: | To reflect our call centre’s hours: M-F: 6:30 am – 10 pm; and Saturdays: 7:30 am – 10 pm, and Sun: 7:30 am – 7 pm) |
Location: | 360 Lisgar Street |
Salary $20.00-$24/00
Responsibilities:
- Schedule and reschedule offline activities, overtime and voluntary time off to optimize staffing alignment
- Promote overtime and voluntary time off as necessary to close interval-level staffing gaps
- Monitor real-time adherence and call statistics to ensure that online and offline activity is efficiently managed throughout each day
- Track absence
- Proactively gather and schedule offline requests and priorities from management
- Optimize shift schedules, breaks, lunches and offline time leading into each week and day
- Identify and diagnose core issues driving performance opportunities
- Set expectations and provide post-mortem analysis for known issues
- Generate service level and operational reports and communicate Contact Centre performance results to internal and external leadership
- Ensure attainment of key Workforce Management metrics, including service level, occupancy, availability and adherence
Assets
- Relevant Workforce/Scheduling experience
- Knowledge of MS Office software, with a high level of ability in Excel is a definite asset
- Motivated and enthusiastic team player who can work well under pressure
- Self-starter with demonstrated leadership and negotiation skills
- Strong planning, organizational, time management and analytical skills
- Results driven, with creative approach to idea generation and conflict resolution/problem solving
- Able to establish and maintain effective relationships throughout the organization
- Able to follow direction and leadership in a fast-paced environment
- Thrives in a fast-moving environment, with a high tolerance for change
- Eager to learn and grow with the organization
- Bilingualism an asset
We thank all candidates for their interest in the above-mentioned position.