Team Manager, Workforce Management - Woodbridge, Vaughan

Lead and enhance Customer Operations as the Workforce Management Team Manager in Woodbridge. Oversee capacity planning, live monitoring, and elevate support team performance every day.

This hands-on role reports to the Manager, Customer Operations Workforce Optimization and requires expertise in forecasting, capacity planning, and team leadership. You will provide coaching, support day-to-day operations, and manage workforce management software to align with departmental goals.

Key Responsibilities:• Provide coaching and evaluations for team members • Support daily operational activities and projects • Manage Workforce Management and Knowledge Base software • Monitor service levels and report on KPIs • Assist with crisis communications and issues management

Requirements:• Bachelor’s degree in Business or equivalent • 3-5 years of leadership experience required • Minimum 2 years in inbound call center operations • Prior Workforce Management experience with over 100 employees • Proficiency with MS Office and scheduling software

Drive operational effectiveness and support the Customer Operations team through strategic management and analysis. #J-18808-Ljbffr