Manager, Intraday and Workforce Data Optimization

Definity Financial • $88K — $138K *
Toronto, ON M3C 0E3In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years in contact center workforce or intraday management, ideally in a leadership role
  • Proven proficiency in data management and analytics tools
  • Experience with NICE WFM or Five9 applications is a plus
  • Strong adaptability and problem-solving skills under tight timelines
  • Demonstrated leadership abilities in coaching and team development
  • Excellent verbal and written communication skills
  • Intermediate proficiency in Microsoft Excel
  • Bachelor's degree in Mathematics, Economics, Business Management or related field.

Responsibilities

  • Manage the design and maintenance of call forecasting processes
  • Own and optimize scheduling strategies to balance business needs and employee engagement
  • Lead an intraday team to prepare schedules and respond to changes
  • Contribute to projects that affect contact center structure and technology
  • Utilize Nice and Clearview for scheduling and monitoring service levels
  • Implement Google CES for improved intraday scheduling processes
  • Analyze performance data to optimize capacity and call handling models.

Benefits

  • Opportunities for professional development and career growth
  • Collaborative work environment with multiple stakeholders
  • Access to advanced analytics tools and resources
  • Engagement with cutting-edge technology in workforce management
  • Dynamic and fast-paced work environment that encourages quick problem-solving.
Full Job Description
Job Description

The Opportunity

You love to work in a fast-paced environment, you respond quickly to problems and opportunities as soon as they arise, you inspire confidence through your leadership and ability to work with many stakeholders at all levels of the organization.

If that is you, the Manager, Intraday and Workforce Data Optimization role may be right for you.

As part of the Intraday and Workforce Optimization Team, this role is responsible for management of call handling data and productivity data sets supporting the workforce capacity plans. It also includes forecasting call volumes and staffing requirements in a multi-skills contact center operation, managing scheduling and intraday management processes which optimize service levels and strike the right balance between business requirements and employee engagement. It includes frequent requests for performance analysis, solution design and implementation of small projects.

What to Expect
  • Manage the design, enhancement and maintenance of call forecasting processes across multiple lines of business
  • Own the design and optimization of the scheduling strategy which strikes a balance between business requirements and employee engagement
  • Lead an intraday team who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
  • Lead and/or contribute to projects impacting contact center structure, schedules, reporting needs, and technology
  • Leverage Nice and Clearview to optimize data used by Intraday Analysts for scheduling and monitoring/projections of service levels to solution appropriate actions, when required
  • Lead implementation of Google CES to optimize Intraday scheduling and forecasting processes
  • Optimize the data used in capacity and call handling models by utilizing advanced analytics on call handling and workforce capacity plans to track performance, improve productivity, and forecast benefits of automation and digitization of existing processes.
    • Report on volumes, performance and service levels on a regular basis
    • Conduct ad-hoc analysis of contact center performance and workforce capacity plans, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders


What You Bring
  • Minimum of 5-7 years in contact center workforce or Intraday management, preferably in a leadership role
  • Data & Systems Proficiency with demonstrated experience in data management and utilizing analytics tools to evaluate call handling performance and drive process improvements.
  • Knowledge of NICE WFM workforce management and/or Five9 applications would be a definite asset
  • Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
  • Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
  • Excellent communication skills, both verbally and in writing
  • Intermediate skills with Microsoft Excel
  • Bachelor's or College degree in relevant discipline (e.g. Mathematics, Economics, Business Management)
  • Experience in the Property & Casualty insurance industry would be an asset


Salary Range : $88,000- $138,000

About Definity Financial

Definity Financial Careers

Joining Definity Financial presents an unparalleled opportunity to become part of a leading team of professionals in the financial services industry. This is a prime time for candidates to explore the diverse job opportunities at Definity Financial, a company renowned for its commitment to innovation, leadership, and professional growth.

Explore Career Opportunities

Definity Financial is actively seeking talented individuals for various positions across the company. From entry-level roles to senior leadership positions, Definity Financial offers a dynamic work environment where career growth is encouraged and supported by comprehensive benefits and diversity training programs.

Innovation and Professional Growth

At Definity Financial, innovation isn't just a buzzword; it's the cornerstone of the company's operations. Employees are encouraged to bring fresh ideas and perspectives to the table, driving the company forward in the competitive financial sector. Professional growth is facilitated through targeted training programs, leadership development opportunities, and active networking events that connect employees with industry leaders.

Cultivating a Diverse and Inclusive Culture

Definity Financial is committed to fostering a diverse and inclusive culture where all team members feel valued and respected. The company believes that diversity fuels innovation and enhances the team's ability to address client needs effectively. Through comprehensive diversity training and inclusive hiring practices, Definity Financial ensures that all employees have the opportunity to succeed.

Internship Programs and Entry-Level Positions

For those starting their careers, Definity Financial offers robust internship and entry-level positions that provide hands-on experience in the financial sector. Interns at Definity Financial gain invaluable insights into the industry, working alongside seasoned professionals and participating in projects that have real-world impact.

Benefits and Employee Well-being

Employees at Definity Financial enjoy a range of benefits designed to support their health, well-being, and financial security. The company's benefits package includes health insurance, retirement plans, and flexible working arrangements, ensuring that employees can balance professional and personal commitments effectively.

Join the Definity Financial Team

Definity Financial is hiring! Explore open positions that match your skills and interests. The company is looking for passionate, curious, and solution-driven team players. Whether you are refining your resume, preparing for an interview, or seeking to advance your career, Definity Financial offers a supportive environment where your ambitions can take flight.

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Industry
Finance & Insurance
* Ladders Estimates

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