Posting End Date:August 23, 2026
Employee Type:Regular-Full time
Union/Non: This is a non-union position
What You Will Do:- Lead workforce planning, forecasting, scheduling, and staffing strategies to ensure customer service levels and performance metrics are consistently achieved.
- Provide leadership and direction to a team of employees, including coaching, performance management, employee development, and recruitment activities.
- Manage Contact Centre planning and support functions, including reporting, analytics, scheduling, intraday monitoring, and workforce management processes.
- Partner with internal technology teams to support Contact Centre systems, applications, and Interactive Voice Response (IVR) enhancements that improve the customer experience.
- Collaborate with outsourced service providers to develop call forecasts, manage call routing strategies, and align resources to changing customer demand.
- Monitor key performance indicators, identify improvement opportunities, and implement strategies that enhance operational effectiveness and customer satisfaction.
- Foster a culture of accountability, collaboration, and customer focus while ensuring compliance with applicable regulations, controls, policies, and collective agreements.
Who You Are:- University degree in Business or a related discipline.
- Six or more years of leadership experience within a Contact Centre, Customer Service, or Operations environment.
- Previous experience managing direct reports in a customer service or operational setting.
- Experience with workforce planning, forecasting, scheduling, and performance management.
- Strong analytical, problem-solving, and decision-making capabilities.
- Excellent communication and interpersonal skills, with the ability to build productive relationships across multiple teams.
- Strong technical aptitude and proficiency with customer information systems, reporting tools, and forecasting applications.
Preferred:- Project Management Professional (PMP) certification.
- Additional post-secondary education in Business, Operations, or a related field.
- Knowledge of contact centre technologies, workforce management systems, and IVR platforms.
Working Conditions:- Typical office or hybrid work environment.
- Occasional travel up to 25%
- Participation in activities that support operational demands, workforce planning requirements, and continuous improvement initiatives.
Physical Requirements include but are not limited to:Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.
Mental Requirements (Both Field & Office) include but are not limited to:Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.
Salary:- Ranges from $96,200 - $129,850 USD for US locations based upon candidate's experience, skills, and internal equity.
- Applicable compensation policies and guidelines apply to internal candidates.
Benefits: - A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
- A paid parenthood leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
- Valuable retirement savings plans, including a savings plan with company stock as an investment option
- Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
- An Employee and Family Assistance Program
- A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being
