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Sr. Manager Workforce Ops

Todays Shopping Choice is a leading interactive, multi-channel retailer, offering a vast assortment of exclusive products and top brand names to its customers. As one of Canada's most innovative and diversified retailers, The Shopping Channel incorporates entertainment, inspiration, personalities and industry leaders to provide a unique shopping experience, where customers find exceptional selections in Health & Beauty, Jewellery, Home/Lifestyle, Fashion/Accessories, and Electronics.
As the only live broadcast retailer in Canada, we operate within various channels of Broadcasting, Digital & Call Centers

The Senior Manager of workforce capacity planning will report to the Director, Customer care. You will be responsible for engaging, optimizing and sustaining workforce activities, reporting and analytics. The activities are including ( but not limited to)leading a team of 6 analysts, intraday management, scheduling, reporting/analytics, short term

and long term planning capacity, workforce projects and technology for the call center; in partnership with multiple business and operational stakeholders.

The key priorities will include; planning long term resourcing requirements for contact centres, including monthly bridge details to finance and reconciliation for all KPI metrics (Occupancy, load, SVL, AHT, and Attrition). Additionally, this role requires scenario based modeling to assist TSCs' Directors and Executive management with proactive

strategic plans and decision, maintenance of simulation models that effectively reflect current business assumptions.

This individual will support TSC with Q+ planning as it relates to capacity impacts of strategic initiatives, provide recommendations, highlight risks to meeting service level, contact centre optimization and ensure synergies with short term planning.



• Motivate and develop a high performance team that will exceed customer and stakeholder expectations

• Accurately determine FTE requirements to ensure service level are met within budget

• Scenario based modeling to assist TSCs’ SLT with proactive strategic plans and decision making

• Lead monthly capacity planning review with leadership team and build broad relationships with marketing, implementation, and coordination team

• Ensure the WFM infrastructure/ processes are aligned with the business objectives, processes and constraints and lead WFM change management strategy, develop timelines and create communication plans

• Maintain and bridge details/ targets related to KPI’s ensure high degree of accuracy in forecast, and alignment with partners to secure resource requirements

• Work in partnership with Marketing, Merchandising, Recruiting & Training, Planning & Coordination, Finance

• Prepare proactive operational efficiency recommendations to Operations team and Senior Leadership Team and develop / implement proactive/reactive action plans to correct service level challenges

• Capacity Planning and Reporting/Analytics - Manage capacity plans that can cross different LOB’s, determine staffing recommendations and provide input into the budget planning exercise

• Produce WFM operational and executive reports, analyze key datasets and provide insights that will lead to operational efficiencies


Minimum Qualifications:


• You are a bold and authentic leader – passionate about developing and coaching to bring out the best in people. You have led high performing teams

• You can demonstrate solid workforce experience, minimum of three to five years management experience within a call centre and preferably in a retail environment

• Your influence makes an impact – You are able to build relationships cross functionally to get things done

• Solid planning skills, business acumen and ability to span boundaries

• Significant operational knowledge of Call center environment, processes and performance indicators used in order to achieve service levels

• Very strong mathematical skills and strong working knowledge of data collection, data analysis, and evaluation (Knowledge of Data Models, Statistical Analysis, MS-Office (Especially Access), Excel is required)

• Demonstrated communication and presentation skills

• Experience in developing and executing business strategies

• Ability to translate the impact of operational decisions on financial results and customer/employee satisfaction


Preferred Qualifications:

• 3+ years of experience leading a high performing teams (preferably in a call center or telemarketing environment)

• You have a degree /diploma in business administration or equivalent certification in a business related field

Schedule: [[filter4]]
Shift: VariableLength of Contract: Not Applicable (Regular Position)Work Location: 59 Ambassador Dr (096), Mississauga, ON
Travel Requirements: Up to 10%Posting Category/Function: Call Centre Operations & Workforce / SchedulingRequisition ID: 126418
Posting Notes:  [[req_strategyPage]] || [[country]] || ON || Mississauga || [[mfield2]] ||  
Full time
Mississauga, 08 L5T 2P9, CA