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.