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Employment Opportunities
is seeking a ....... |
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WORKFORCE PLANNING LEADER
$67,240 - $84,460 per annum
with an excellent benefit package, including OMERS Pension Plan
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Working as part of the newly created Contact Centre Operations team,
your skills in effective forecasting, staff planning, and resource
management (including workforce management software) will ensure efficient
operation of the Contact Centre, and play a key role in maximizing employee
and customer satisfaction.
You will be responsible for developing Workforce
Planning practice and models to achieve service-levels and budget
requirements; identifying,
forecasting, and evaluating trends in Contact Centre productivity through
analysis of key performance metrics;
creating and leading the implementation of effective and efficient staffing
plans, ensuring they are aligned with corporate strategic growth plans.
Additionally, you will develop, maintain, and manage the Business
Continuity Plan, Workforce Management software, and telephony applications,
serving as a lead contact, supporting the vendor relationship. |
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Location:
20 Bay Street, Toronto |
| Qualifications:
Completion of a 3 or 4-year college
diploma, or any combination of education, training, and experience deemed
equivalent. Additional
post-secondary courses, leading to a certificate, or diploma, in Call Centre
operations would be considered an asset.
Minimum four (4) years’ experience in Contact Centre operations that
includes direct experience with:
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Forecast analysis, workforce planning, and workforce scheduling using
Workforce Management software.
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IVR and PBX systems, as well as experience in administering, or managing the
administration of contact flows, queues and skills.
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MS Excel, with demonstrated ability to manage and apply advanced analysis
methodologies, interpret and present findings in a clear, concise manner,
including ability to summarize data using tables, charts & graphs.
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Strong communication and interpersonal skills (oral, written, listening),
demonstrating ability to structure information clearly, concisely, and
logically.
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Superior interpersonal and strategic influencing skills, demonstrating
ability to build productive relationships and achieve workforce
service-levels.
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The development of contingency and disaster recovery plans.
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Excellent organizational skills with proven ability to balance multiple
tasks.
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Influencing and motivating others, including effective coaching and
mentoring of individuals & teams.
Must successfully complete environmental, safety, supervisory, management
and any other training required by corporate policy. |
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Applications or resumes must be received by the Human Resources Office,
Metrolinx, 20 Bay Street, Suite 600, Toronto, M5J 2W3, no later than
November 15, 2009, quoting
File Number
09-248. |
| When e-mailing, please include your resume
in the body of the e-mail: (humanresources@gotransit.com).
No enclosures please. |
| Only those selected for an interview will be contacted |
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Issued by Human Resources November 03, 2009 |
Closing date November 15, 2009 |
| AN EQUAL EMPLOYMENT OPPORTUNITY |
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