The Company:
S&P Data is a leading North American Contact Center serving a wide variety of Fortune 500 companies as the point of contact for their customers. Operating since 2014, we are proud to be providing employment opportunities in 9 locations across Canada and the USA.
Summary of Primary Job Responsibilities:
The Workforce Manager is responsible for the overall health of a portfolio of clients that have presence across several locations within Ontario. Some of these clients might be also present in other regions where S&P Data operates but the priority will be the Canadian Market. In this position the person will have direct responsibility over a group of WFM coordinators located across multiple sites. Will also have direct interaction with Operations, Finance, Training and Clients.
General responsibilities of the Job:
Education
Four-year college degree or equivalent combination of education and experience.
Experience Target:
Five years or more of experience in workforce management.
3 years or more of experience in IEX, Teleopti, or any other WFM tool
2 years or more of experience in contact centers
2 years or more of experience in client relationship
Skills
Qualitative and quantitative data analysis skills.
Strong application usage and problem-solving skills and attention to detail.
Excellent communication skills – Written and verbal.
Knowledge/Abilities
Proficiency in: IEX, Teleopti, Avaya CMS, Excel, Word, and PowerPoint
Ability to execute strategic initiatives with precision and purpose.
Proven experience communicating with peers and associates.
Ability to evaluate requirements and make sound recommendations.
Ability to deal with and manage employees during conflict situations.
Travel may be required up to 25% of the time.