Temporary Workforce Lead (Virtual, CAN)

Role Overview
Reporting to the Manager, Process and Performance, the Workforce Lead will contribute to Sirva’s success by overseeing a team of Quality Analysts, Reporting Analyst and Workforce Analysts supporting the CX Operations. The operations utilize the latest contact center technology (voice/video calls, emails, text messages, VoIP and chats) and this position will play a key role in monitoring and evaluating the employees resolving customer queries and service escalations as well as provide Workforce management oversight.

What You’ll Be Doing
• Oversee quality assurance, reporting and work force management (WFM) activities in CX operations centers
• Direct activities of the Quality Analysts, reporting and WFM to achieve operational goals.
• Lead the design of contact monitoring formats and quality standards.
• Develop reporting and metrics using the data mined from quality monitoring system.
• Identify trends through data analysis and provide to site leadership
• Participate in customer focus groups to identify customer needs and expectations and make recommendations for enhancing quality data elements.
• Lead calibration meetings with Operations and Learning and Development
• Develop and maintain reports to mine pertinent data on a recurring and/or ad-hoc basis
• Implement new workforce management tools and resources as they become available.
• Continually review report setups, codes and data to ensure valid information is being provided to the management team with regards to actual volumes, forecasted volumes, current headcount and budgeted headcounts.
• Maintain constant communication with CX Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Generate short and long-term staffing models and provides recommendations based on analysis.
• Develop ad hoc reports relating to workforce management to meet internal business requirements as needed.
• Proactively identify, support and coordinate report automation opportunities whenever possible.
• Compare results to forecast and identify opportunities for improvement.
• Regularly report out on workload and capacity
• Regularly report out on SLAs vs actual results
• Serve as a technical resource

People Management
• Manage 1-7 employees
• Manage on floor operations ensuring discipline and professionalism within the team, while delivering superior service to customers / clients
• Own, run and manage daily reporting for operational effectiveness
• Establish meaningful performance objectives that align with organizational strategy
• Provide Employee feedback in weekly 1:1 sessions. Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a regular basis.
• Focus on continual improvement of people and process.
• Perform mid-year and annual performance appraisals
• Immediately addresses performance issues
• Work with leadership and Workforce Management teams to ensure adequate staffing, resources, training and coaching
• Provide inputs for nominations from the team for appropriate rewards and recognition for achievement of stated objectives
• Effectively manage upward and downward communication
• Respond positively to evolving and changing business environment by both seeking and incorporating feedback and demonstrating the ability to adapt, while keeping a positive attitude

What You Bring to Sirva
• Bachelor’s Degree and relevant work experience
• 3-5 years’ experience in a leadership role in operations support in a contact center / desktop support environment
• Outstanding customer service skills and dedication to providing exceptional customer care
• Strong quantitative, analytical and technical aptitudes
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Attention to detail, strong organizational and time management skills
• Excellent verbal, written and interpersonal communication skills
• Must be able to effectively deal with people at all levels within the Company
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (PowerPoint, Word, Excel)
• Career oriented individual looking for a long-term association

At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable provincial and federal laws, we provide the following salary information for this position:

• Position Title: Workforce Lead
• Salary Range: $31-$32CAD/HR
• Benefits: Comprehensive benefits package th