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Job Description
Title: Workforce Management Team Manager
Department: Customer Operations
Location: 6300 Steeles Ave West, Woodbridge
Total Expected Compensation: $65,000-$85,000
Position Summary:
Reporting to the Manager, Customer Operations Workforce Optimization, the hands-on Team Manager, Workforce Management leads and develops the Customer Operations support teams and is responsible for forecasting and capacity planning (including executing comprehensive workforce capacity plans that align with organizational objectives and key performance indicators), live monitoring of customer contact service levels, Intraday reporting, quality and audits, and maintaining process documentation.
Responsibilities:
Provide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts with a goal to meet department objectives and strengthen organizational capability.