Workforce Management Administrator, Customer Care

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.  

• 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 : 13:00 - 21:00 Eastern Time

• 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