Job details

Workforce Management Associate

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Our Workforce Management Associates are responsible for the creation and maintenance of employee schedules, as well as assisting in floor management to ensure service level targets are met in the Care Access Centres (CAC). This role involves a mix of both short-term and long-term forecasting using historical trends to predict the future needs of CAC

Real-Time Monitoring (50%)

Monitor the Real-Time operation of the call queues and service levels;
Take action to maximize scheduling adherence;
Assist with managing the phone staffing.

Schedule creation and maintenance (50%)

Help create and maintain monthly schedules for all of call centre agents;
Schedule all staff training;
Help the supervisors to choose the best times, and schedule product knowledge tests, coaching, create all consistent meeting schedules for any departmental requests;
Create the New Hire transition schedules. Create all last minute meeting requests, for example senior management visits, company changes debriefing, with as little as one hour turnaround;
Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members (including supporting the supervisors/helpdesk);

Succeeding as a Workforce Management Associate will require the following core qualifications and skills

5+ years of experience in workforce management experience in a call centre environment;
Post-secondary education (strong preference for those that have obtained their degree/diploma) in a Business Management or Administrative field.
Additional call centre experience a strong asset;
Strong analytical skills and demonstrated experience with both short-term and long-term forecasting;
Strong attention to detail and ability to multitask with excellent communication skills;
High level of proficiency in Microsoft Excel using Pivot Tables, V Lookup, H Lookup, and basic macros

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to

talentacquisitiononboarding@lifeworks.com

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.

By LifeWorks

LifeWorks is committed to the principles of employment equity. We respect, value, and encourage individuality and cultural diversity. Valuing employees is part of our core values and guiding principles. We support an Employee Referral Program th...

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INDUSTRY

Business Consulting

TEAM SIZE

5001-10000

LOCATION

Hybrid, based in Toronto, Canada

DATE POSTED

July 22, 2023