Supervisor, Real Time Management

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.
• 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 limi

Benefits

Additional Information

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. Time Type: Regular Job Description : 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.

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