Co-operators is a leading Canadian financial services co-operative committed to sustainability. The Workforce Management Scheduler will provide scheduling support to contact centre operations, creating schedules, approving time off, and managing workforce resources effectively.

Responsibilities

• Work closely with workforce management peers to track call volumes, call patterns, staff productivity, attrition and resource allocation and managing workgroups in real-time
• Adjusting resources to accommodate unexpected changes in call volumes or resource availability and recommend changes
• Resolving technical problems relating to phone systems and maintaining representatives' skill profiles to facilitate available resource for call routing
• Providing technical support including instructions and troubleshooting for Genesys Cloud and other related technical issues
• Supporting client facing operations with the view of enabling the organization to be the industry leader in client engagement

Skills

• You have one year of experience in a call centre or related business environment
• You have post-secondary diploma
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate
• Having or working towards a certification in Workforce Management is an asset
• English is required, French is an asset

Benefits

• Training and development opportunities to grow your career.
• Flexible work options to support personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.
• Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.

Company Overview