David Aplin Group, one of Canada's Best Managed Companies, has partnered with our client to recruit for a Director, Workforce Strategy & Management in Winnipeg, Manitoba. You will be responsible for leading all related activities within the department and drive the long-term strategy while providing consulting and strategic support.
If you’re an individual who enjoys working in a busy and collaborative environment, then this might be the work home for you. Our client, is a rapidly growing organization who prides itself on being the gold standard in the industry. They are looking for dynamic professional that has senior leadership experience in a large, fast paced call center environment, specifically within a Workforce Management realm.
Some Challenges You’ll Tackle:
Foster and execute a workforce management strategy that is driven by and complements organizational strategy
Provide oversight for multiple simultaneous international workforce related projects and ensures the team uses efficient processes with steps to ensure an accurate output
Contribute to the overall leadership operational targets, as well as, daily business decisions
Provide leadership for the performance of managers and/or senior level professional staff
Collaborate with applicable stakeholders to ensure performance and financial goals are achieved
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
Lead and optimize critical workforce management functions: real time analysis, workforce scheduling and forecasting
Monitor, analyze workforce metrics, data and ensure real-time schedule adherence
Provide advice and consulting on strategic and operational initiatives
You Should Have:
Bachelor’s degree in related discipline (Computer Science, Marketing, Business)
5+ years of senior leadership experience in a Workforce Management leadership role in a multi-site, multi-channel contact center
Experience working with external contact center business partners and vendors
Well versed in contact center specific Workforce Management concepts and tools
Proven ability to build an effective team, while continuing to develop, coach and motivate
A natural leadership presence and air of authority; experience motivating and driving performance for people without direct reporting relationships
Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and performance improvement
Expert level knowledge of workforce management software (such as Aspect, InContact, Teleopti, Genesys)
Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
If you are interested in this position and meet the above criteria, please click the Apply button to send your resume in confidence directly to Jill Kantor, Managing Consultant/Senior Partner, Aplin Sales & Marketing. We thank all applicants; however, only those selected for an interview will be contacted. #LI-WPG
WE APPRECIATE YOUR INTEREST IN DAVID APLIN GROUP.
If this is your first introduction to us, we invite you to become one of our satisfied candidates. David Aplin Group has been Canadian owned since 1975. Our professional consultants are passionate about helping you find a fulfilling job or career and ensuring your complete satisfaction with our process. Our proven track record, nearly 4 decades long, is largely due to our team of highly skilled and successful specialists. Through superior service and a commitment to long-term relationships, we provide deep specialization in core areas for complete recruiting and HR solutions across Canada - all from one source. We look forward to exceeding your expectations!
Learn more about David Aplin Group and view all of our current job opportunities, career tips, and tools at www.aplin.com.