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3 months ago
Air Transat
Location: Montreal, Canada
Job type: Temporary
Sector: Operations
Category: Coordinator Jobs
Performance Optimization Coordinator

The incumbent is responsible for producing the call center agents’ schedules according to the forecasted work volume, the business rules and agents’ preferences to meet service level and productivity targets. He is also responsible for adjusting the agents’ schedules as requested and communicating the anticipated staffing conditions for each department.

Responsibilities

* Analyze and adjust historical data (interactions and average handle time);

* Reforecast interaction volume and AHT for weeks to come;

* Maintain agent data in Optimizer (i.e. weekly paid hours);

* Enter future schedule exception (i.e. vacation days, banked time taken, etc.);

* Create agent schedules according to business rules;

* Analyze the workforce planning and adjust the workforce levels in the schedules according to forecast;

* Modify agents’ schedules according to various requests made by supervisors and staffing conditions;

* Keep up to date the skills and profiles of each agent in ININ system;

* Present staffing conditions to the call center management team;

* Answer calls and e-mails pertaining to schedules in the PQOC in-box.

Requirements

* College degree (DEC) in administration;

* 1 to 2 years’ experience in call centre workforce management would be an asset;

* Minimum of 3 years of call center experience;

* Bilingual: Proficient in written and spoken English and French;

* Knowledge of MS Office suite;

* Knowledge of workforce management tools (Impact 360, NICE IEX, ININ Optimizer, etc.) would be an asset;

* Ability to manage priorities;

* Available for extended hours (Saturday and/or evenings - occasionally).

Job Details

Location : Montreal Head Office / Downtown

Type of Work : Temporary, full time

Job category : Call Centre and Customer Relations

Business segment : Head office

Business unit : Transat Tours Canada

Job # : TTC-18-086

End date of posting : 2018-03-16

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