Workforce Management Coordinator (JOB ID: SBC/2020/712)
Operations & Customer Success  · Metro Vancouver, British Columbia  

As WFM Coordinator, you will be responsible for interpreting data, formulating, and implementing modifications to staffing plans to balance resources, both in real time and future planning, to meet service levels and performance guarantees. 

What Will You be Doing: 

      • Orchestrate scheduling reviews on regular basis to ensure alignment to business demands and provide business insight  
      • Generation of reports, data, and analysis to provide actionable insight on improvements to current performance and an assessment on future needs 
      • Own and manage WFM key metrics such as forecast accuracy, schedule efficiency, schedule adherence, line adherence, productivity, etc. 
      • Helps with the integration and implementation of new call center technologies and develop strategies to forecast and support resource demands at launch 
      • Analyze Volume/FTE allocation and business trends to provide recommendations on cost efficient and successful footprint based on local/regional aspects
      • Ownership of root-cause analyses to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness 
      • Forecasting staffing needs across multiple channels 

In order to be successful, you bring:

      • A minimum of 3+ years of related experience directly supporting WFM program delivery 
      • Ability to analyze data, formulate recommendations for successful strategies
      • Ability to proactively identify potential issues, evaluate the impact, create and implement a solution, and communicate the issue, steps taken, and results in a timely manner with appropriate parties
      • Knowledge of Call Center operations principles
      • Excellent customer service skills
      • Strong interpersonal and communications skills to work effectively with all levels of staff
      • Strong organizational/time management skills and multi-tasking abilities
      • Ability to prioritize and follow through

To apply:

Email your detailed resume with the JOB ID to