Managerial & Administrative Roles - Kingston

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Thank you for your interest! Please take this time to review the vacancies we have available.

1. Project Lead

2. Real-Time Supervisor

3. Workforce Management Manager

4. Director-Risk, Compliance & Governance

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Job Title: Real-Time Supervisor

Position Purpose:

Supervises the Real Time team & ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met.

Essential Functions:

• 35% - Oversees efficient working of Real Time personnel & maintain knowledge on all job functions & administer all business requirements to ensure achievement of all business objectives. § Organizes & conducts all staff meetings for project reviews & supervises their team, analyzes all customer requirements & develops solutions for same § Implements all strategies & supervises efficient working of all staff & prepare orientation / onboarding programs for all new employees & ensures compliance to all deadlines § Oversees efficient working of their team & maintains knowledge on all job functions & administers all business requirements & ensures achievement of all business objectives.

• 20% - Prepares & coordinates contact center operational plans & works with call center partners to develop optimization strategies & loss mitigation. Leads team to evaluate rolling 3 days at a minimum up to 14 days in the future to understand weekly trends and appropriate actions to address risks 

• 10% - Ensures business continuity & monitors KPIs for their assigned programs. Provide continuous support & serves as back up for workforce management leadership as required 

•  10% - Leads real time team in monitoring, scheduling adjustments & attendance line management. Duties in this role include internal & external (client) communication of current status, changes &/or action plans for restoration. Acts as liaison between all partner groups, facilitating coordination of response § Coordinate with various departments to design all management reports, projects & administer everyday activities & ensure compliance to all deadlines

• 10% - Conducts regular audits to ensure quality of data from the phone switch & data in workforce management systems to prepare call center operational plans around forecasting & scheduling 

•  10% - Collaborates with department personnel & designs innovative solutions for issues § Partners with operations, training, quality, recruiting, HR, IT & facilities to coordinate staff movement 

•  5% - May perform other related duties & responsibilities as assigned &/or required

Disclaimer: The above statements are intended to describe the general nature & level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities; duties & skills required of personnel so classified. Employees may be required to perform other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with a disability.

Job Qualifications Skills, Knowledge & Abilities: 

•  Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers o Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions
•  Skill in establishing & maintaining effective working relationships
• Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required 
• Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations
•  Advanced analytical & problem-solving skills
• Able to work independently with efficient time management skills 
• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required 
• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required
• Ability to adapt to changing priorities, meet deadlines & work well under pressure 
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our client, to Agents, etc. … 
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

• High School degree or GED is the minimum
• Associate degree or bachelor’s Degree from a certified College or University is strongly recommended

Experience:

• Thirty (30) months minimum experience is required within a Real Time role or equivalent WFM role
• This is an entry level Supervisory role yet previous Supervisory experience is a plus

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; & talk & hear. The employee is occasionally required to reach with hands & arms & stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, & the ability to adjust focus.

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Job Title: Workforce Management Manager

Position Purpose:

Responsible for the Forecasting & Scheduling team and/or the Real Time team. Ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met. Exposure to upper management continues to heighten with increased direct and indirect associated deliverables & responsibilities.

Essential Functions 

• 95% - Responsible for managing Global process & procedure design and implementation for both operational and technical applications / softwares / etc. ... Develops operational standards and ensures successful deployment for center level support teams. Identifies efficiencies through process management. Drives accountability and responsibility within the WFM groups. Delivers on agreed upon service levels & KPIs. Coordinates with the WFM System Admin team implementation of new WFM modules, upgrades, and enhancements. § Drives strong financial planning and financial acumen to ensure itel is being as profitable as possible from a Capacity Planning, New Hire Labor Acquisition, Attrition, and many other key financial driver perspectives § Develops and maintains and delivers upon Service Level Agreements for internal and external customers § Provides interdepartmental coordination and facilitation of core/key processes § Develops strategic operating plan for WFM, encompassing staff planning and development, systems support and adaptation to changing environments

• 5% - May perform other related duties and responsibilities as assigned and/or required

Job Qualifications Skills, Knowledge & Abilities: 

• Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers.
• Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions
• Skill in establishing & maintaining effective working relationships o Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required
•  Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations
• Advanced analytical & problem-solving skills 
• Able to work independently with efficient time management skills
• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required
• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required
• Ability to adapt to changing priorities, meet deadlines & work well under pressure
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. …
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

• High School degree or GED is the minimum
• Associate degree or bachelor's Degree from a certified College or University is strongly recommended

Experience:

• Five (5) or more years minimum experience is required within a WFM role and/or other Contact Center roles
• Prior Supervisory experience of two (2) years minimum is a required

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; & talk & hear. The employee is occasionally required to reach with hands & arms & stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, & the ability to adjust focus.

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