6 meilleures offres (labour relations analyst, woodbridge, on) (à pourvoir)

Workforce Management Team Manager
407 ETR —Woodbridge, ON
- De 65 000 $ à 85 000 $ par an
- Temps plein
- Expérience en gestion
- Microsoft Office
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Business Systems Analyst
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- Heures supplémentaires
- Microsoft Powerpoint
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Coca-Cola Canada Bottling —Toronto, ON
- De 70 650 $ à 98 125 $ par an
- Microsoft Excel
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Payroll Manager
Ozz Group —Vaughan, ON
- De 107 000 $ à 120 000 $ par an
- Heures supplémentaires
- Microsoft Office
- Expérience en supervision
- Électricité
- Congé de maladie payé
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Senior Analyst
Ministry of Labour, Immigration, Training and Skills Development —Toronto, ON
- De 86 379 $ à 127 288 $ par an
- Temporaire
- Bilingue
- Anglais
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il y a 1 jour
Associate Registrar & Manager, Student Services
University of Toronto —Toronto, ON
- De 106 705 $ à 177 843 $ par an
- Temps plein
- Microsoft Powerpoint
- Traitement de texte
- Analyse de données
il y a 6 jours

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Labour Relations Analyst
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Workforce Management Team Manager

407 ETR -
Woodbridge, ON

Postuler dès maintenant

Détails du poste

Temps plein
De 65 000 $ à 85 000 $ par an

Profil recherché

Expérience en gestion
Avaya
Centre d'appels
Microsoft Office
Baccalauréat
Leadership
Compétences en communication
Négociation
Gestion du temps

Description complète du poste

Title: Workforce Management Team Manager

Department: Customer Operations

Location: 6300 Steeles Ave West, Woodbridge

Total Expected Compensation: $65,000-$85,000

Position Summary:

Reporting to the Manager, Customer Operations Workforce Optimization, the hands-on Team Manager, Workforce Management leads and develops the Customer Operations support teams and is responsible for forecasting and capacity planning (including executing comprehensive workforce capacity plans that align with organizational objectives and key performance indicators), live monitoring of customer contact service levels, Intraday reporting, quality and audits, and maintaining process documentation.

Responsibilities:

Leadership

Provide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts with a goal to meet department objectives and strengthen organizational capability.
Deliver initiatives that will motivate and inspire employees, to drive consistent results.
Support Customer Operations through day to day operational activities including special projects, workforce and intraday management, scheduling, and communications.
Ownership, administration and configuration of the Workforce Management and Knowledge base software.
Other duties assigned.

Workforce Management

Supports employee and labour relations by working with union stewards and Human Resources to ensure the workforce management team follows the collective agreement, maintaining compliance and preventing violations.
Supports budget and financial deliverables in partnership with Finance Operations.
Manage forecast analysts to develop and execute forecasting and capacity planning for all lines of business.
Proactively identify capacity risks and recommend mitigation strategies to support enterprise resilience.
Build effective and strong relationships with key stakeholders, including leadership, by understanding requirements and dynamics across decision makers.
Live monitoring and reporting of all channels, agents, and key performance indicators ensuring to meet/exceed daily targets.
Promoting operational effectiveness and positive customer experience through effective negotiation/communications with senior management, and channel leaders.
Live monitoring and reporting of all channels, agents, and key performance indicators ensuring to meet/exceed daily targets.

Communications

Coordinate and maintain effective communication practices with the goal of delivering a unified method that aligns all channels and support team.
Assist with reactive issues, including crisis communications and issues management monitoring and reporting
Maintain and streamline internal processes such as internal audits and evaluations.
Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency.
Lead change management to assess workforce impact of new initiatives, system changes, and/or process updates into actionable workforce plans, staffing models, schedules, and Intraday strategies.

Qualifications:

A bachelor’s degree in Business or Equivalent

3-5 years of Leadership experience required
Must have a minimum of 2 years experience in an inbound call centre or customer operations environment
Prior Workforce Management experience with 100+ employees
Workforce Management certification an asset
Proficient with MS Office, Internet, Avaya, scheduling software, knowledge base software, CRM, IVR, etc.
Excellent verbal and written communication skills
Strong ability to coach, motivate, and train/develop staff.
Strong organizational/time management skills, sound judgments and decision-making skills.
Demonstrated ability to listen, identify, evaluate, and take initiative.
Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure with tight deadlines.
Experience working in a unionized environment an asset.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.

We are actively seeking to fill this role as it is a current vacancy.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)
Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)
Public Sector Pension Investment Board (PSP Investments) (7.51%)

Learn more at 407etr.com

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.

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labour relations analyst emplois - woodbridge, on

Workforce Management Team Manager

Business Systems Analyst

Senior Analyst, Total Rewards (Compensation)

Payroll Manager

Senior Analyst

Associate Registrar & Manager, Student Services

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