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Job Details

Manager, Contact Center Workforce

  • Location
  • TORONTO, ON, Canada
  • Job Opened
  • October 19, 2022
  • Job Number
  • 220005JQ
  • Remote
  • Hybrid
  • Banner
  • The Bay
  • Team
  • Operations
  • Job Type
  • Full-Time


Day in the Life:
The Manager of Contact Centre Workforce will work with Operations Executive Leadership to drive account profitability via excellent associate staffing decisions for multiple client programs/projects. This person is responsible for overall WFM delivery, support, and execution across numerous BPO’s and LOB’s. This includes but is not limited to Voice, Chat, Email, Social Media, and SMS/Messaging.

What You Will Do:

  • Create and maintain historical level reporting across the contact centers.  Responsible for intraday, executive summaries, and ad-hoc reporting
  • Conduct regular meetings with our BPO partners to gain alignment and communicate upcoming projects or shifts in staffing
  • Forecasting and historical data gathering, smoothing data sets, analyzing business demand plans, invoicing and gather recent trends to establish a running forecast across multiple BPO partners. 
  • Budget Maintenance and updating L&R for contact centers. This includes forecasting updates and impacts to current and future commitments
  • Responsible for service level management and resource administration across all servicing teams, acting as a single point of contact for the WFM structure for senior leaders and our Vendor Partners
  • Drive effectiveness of the WFM through ongoing process analysis and redesign and support of critical internal optimization projects
  • Conduct analysis of assigned queues to identify opportunities to improve service level, cost, and employee happiness.  Develop recommendations and articulate strategies effectively to cross-functional partners

What You Will Need:

  • 6+ years experience in Workforce Management, Forecasting/Planning, Intra Day management and people leadership experience
  • A strong communicator, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels
  • Expert Excel including Pivot Tables and Filters
  • Familiarity or proficiency with SQL and Business Intelligence tools like Tableau, DOMO, Microsoft is an asset
  • Proficiency with Microsoft Office Applications
  • Working knowledge and experience with dedicated WFM software suites (NiceInContact, IEX, Aspect, etc) is a positive
  • Understanding of best practices from a reporting perspective

What You Can Expect:

  • A People-first culture where One Team spirit and Diversity, Equity, and Inclusion are celebrated and promoted at every step of the way
  • An opportunity to work with highly supportive teams to help you build the career you want and leave your Stripe at The Bay
  • A Competitive benefits package including unlimited paid vacation, medical, dental, vision, parental leave top up coverages, retirement savings and more
  • A Ways of Working Program that enables you to work where you are most effective
  • A Living Well Program that provides a variety of offerings and resources to enhance your physical, mental, and financial wellness, including Corporate gym membership rates
  • An amazing Associate discount of up to 40% off of top brands

About The Bay:
As Canada’s oldest startup, The Bay is a digital-first, purpose-led retailer. Our mission is to help Canadians live their best style of life.
The Bay is on a high-growth trajectory to become one of the largest digital retail businesses in Canada through and its Marketplace. If you are looking to join an iconic brand, create impactful change and be recognized for your work, we want you to join our team.
At The Bay, smart, high-performing team members will challenge you to learn and grow every day. We value ambitious work and great ideas grounded in data and insights. We are looking for talented people who love a fast-paced environment, embrace change and are looking to make an impact with groundbreaking ideas.
We are a digital-first company and brand for a diverse world and we need a diverse team to reach our potential. come and join a winning team that supports collaboration and demonstrates innovation, energy, creativity and vision every day.

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Thank you for your interest In The Bay. We look forward to reviewing your application.

The Bay provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The Bay welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.