Workforce Management Administrator, Customer Care

EQ Bank Equitable Bank
CA - British Columbia - British Columbia
January 25, 2025

The Workforce Management Administrator, Customer Care will report directly to the Conversational AI Manager who is responsible for workforce management. In this role, you will be responsible for providing support to the Contact Centre team through effective Workforce and Intraday activities. The primary objective will be to assist in delivering outstanding customer experience and maintaining a reputation for best-in-class service as well as ensuring the efficiency of the customer care team through dashboard monitoring, report development and analysis.

The Work !

Regular collaboration with the Associate Director, Operational Excellence & Customer Care to ensure smooth functioning of the Contact Centre operations
Performing Workforce Management tasks to optimize staffing levels and schedules, ensuring adequate coverage to meet daily volumes and customer demands
Executing Intraday activities to address real-time operational needs and challenges, such as adjusting staffing, managing contact volumes, and addressing emerging issues
Monitoring key performance indicators (KPIs) related to customer care and operational efficiency, identifying areas of improvement, and helping to implement solutions
Preparation, analysis, and distribution of daily, weekly, and monthly reports to the CCC Leadership team
Preparation, analysis, and distribution of the daily agent adherence report to the CCC Leadership team
Supporting the CCC Leadership team with any ad-hoc reporting and special projects, as needed
Review of forecasting volumes and agent bandwidth, when scheduling training sessions, team huddles/meetings/one-on-ones, and special assignments for Customer Care Centre Agents/Managers, ensuring service levels are met
Monitoring daily Agent attendance, recording, and communicating any absences/lates to the CCC Leadership team
Submission of New User forms to the IT team, to ensure seamless onboarding of new Customer Care Centre Representatives, including provisioning all mandatory applications, systems, and hardware
Collaborating with internal and external Stakeholders to gather data, maintain and distribute Customer Care Centre reports
Working alongside the United Communications (UC) team to generate urgent tickets for reporting issues
Analysis of forecasted monthly call and chat volumes to create bi-monthly Agent scheduling
Collection of Agent time-off requests and adjusting schedules, to ensure sufficient queue coverage
Analysis of hourly volumes and recommendation of soliciting Agent over-time, when required
Regularly meeting with external vendors on application and reporting issues
Analysis of the shift adherence report, including contact metrics, agent status, and thresholds to highlight any issues with shift adherence
Facilitating WFM training sessions to new hires to support successful onboarding and establishing clear expectations
Real-time monitoring of Phone and Chat dashboards to maintain optimal service levels
Adjusting agent skills and priorities as needed in real-time to maximize efficiency
Generating customized reports for the CCC leadership team to analyze diverse datasets
Regular collaboration with external vendors to facilitate ongoing learning, training, and implementation of the WFM system
Serving as a liaison between the internal Data team and the contact center, facilitating collaboration and communication for project work
Providing Contact Centre reports and working closely with the internal Audit team annually
Collaborating closely with the Accounts Payable Team to validate agent schedules and ensure accurate updates of any overtime hours into Dayforce
Staying updated on industry trends and best practices in Workforce Management and Customer Care to continuously enhance processes and performance

Work Hours !

Work Hours : 13:00 - 21:00 Eastern Time

Let's Talk About You !

Post-secondary degree required with 2-4 years of experience in a workforce management role
Previous experience in a similar role, preferably in a contact center or customer service environment
Proficiency in Workforce Management tools and software (e.g., workforce scheduling, forecasting, and reporting systems)
Strong analytical skills with the ability to interpret data and make data-driven decisions
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
Detail-oriented with strong organizational and time management abilities
Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities
Knowledge of best practices in customer service and operational excellence is preferred
Highly organized with business maturity, discretion, enthusiasm, and a positive attitude

Read the full job description and apply online on the recuiter's web-site

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