Supervisor, Real Time Management

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type

Régulier

POSITION SUMMARY

The Supervisor of the Real Time Management Team is responsible for leading a team of real-time management analysts to ensure efficient workforce operations. This role involves monitoring real-time performance metrics, and making data-driven decisions to optimize workforce productivity. The supervisor provides guidance, support, and training to team members, fostering a collaborative and efficient working environment.

KEY RESPONSIBILITIES

1- Team Leadership:

• Provide leadership and direction to the workforce real-time management team.

• Mentor and support team members, fostering a positive and collaborative work atmosphere.

• Conduct regular team meetings to discuss goals, challenges, and performance metrics.

2- Real Time Operations:

• Manage staffing coverage for every shift throughout the contact center and adjust the daily schedule as required.

• Monitor real-time performance metrics, analyze data, and make immediate adjustments to optimize staffing levels.

• Collaborate with other departments to align staffing with business demands.

3- Data Analysis and Reporting:

• Analyze workforce trends and performance data to identify areas for improvement.

• Generate detailed reports on key performance indicators (KPIs) and present findings to management.

• Utilize data-driven insights to make recommendations for optimizing workforce productivity and efficiency.

4- Workforce Management Tools:

• Manage advanced workforce management software/tools to facilitate real-time monitoring. (Aspect WFM, Five9, CCAIP, Crisp, Evolia)

• Train team members on using software/tools and ensure accurate data entry and reporting.

5- Compliance and Record Keeping:

• Ensure compliance with labor laws, company policies, and contractual agreements in scheduling practices.

• Maintain accurate records of employee attendance and work hours.

• Conduct regular audits to ensure data accuracy and compliance.

6- Provides leadership in change management through positive communication and positive behaviors.

7- Liaises with other departments as required, maintaining an environment that promotes positive communication within the department, fostering teamwork for the organization.

8- Promotes, supports and enforces Cogeco’s Health & Safety policies and procedures.

9- Performs other duties as required.

10- As part of his/her function, the incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.

11- To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

• University degree in Business, Statistics or similar discipline or a combination of equivalent education and experience.

WORK EXPERIENCE

• Minimum 5 to 8 years relevant experience in an analyst or supervisory capacity, preferably in a contact center environment.

• Minimum of 3 to 5 years in Workforce Management experience as a Supervisor or Senior Analyst

• Must be detail oriented with demonstrated analytical skills and experience in preparing complex business cases.

• Experience analyzing and summarizing operational performance for various audiences (i.e. Supervisors through to Executives)

• Direct experience in contact center related technology (Five9, Aspect/Alvaria, CCAIP, Dialers)

SPECIFIC COMPETENCIES

• French is required

• Expert skills using Spreadsheet and Presentation applications using a Microsoft or other collaborative tool (such as Google Suite) a requirement.

• Database knowledge and navigation (creating complex queries, extraction of data, etc) an asset.

• SQL and Tableau knowledge a requirement.

• Knowledge of workflow process documentation and analysis.

• Detail oriented (accurate and thorough) with superior organizational and analytical skills.

• Demonstrated interpersonal skills with a winning customer service attitude and professional demeanor. Ability to communicate with a high degree of tact and diplomacy.

• Demonstrated strong written and verbal communication skills.

• Highly organized with the ability to take initiative to identify and resolve problems independently.

• Self motivated with the ability to multitask in a fast paced environment with limited supervision. Monitors own quality of work.

• Ability to accurately process a high volume of information within prescribed and conflicting timelines.

• Open to change with a learning attitude towards work and to contribute to teams.

PHYSICAL DEMANDS AND VISUAL ACUITY

• n/a

At Cogeco, diversity is an essential asset to our organization's performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location

Burlington, ON

Company

Cogeco Connexion Inc

Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.

En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.

Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à [email protected]