Sr Workforce Management Coordinator

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

The Sr Workforce Management Coordinator forecasts the short-term Systems Operations Support Desk workload across multiple contact channels and applies the appropriate number of skilled resources to handle that workload at the designated service level.

Identifies potential service gaps or overages and consults as needed with supervisors and/or manager to develop a plan

Develops and publishes service desk schedules based on short-term forecast in order to consistently meet the service level objective across all time intervals

Incorporates all meetings, training, coaching, project work and scheduled time off, into the schedule

Develops short-term service desk workload forecasts for all contact channels based on historical volume data

Adjusts short-term forecasts to incorporate change in workload based on long term forecasts

Determines and accounts for changes in service desk performance that could impact the resource requirement

Completes team and individual adherence and conformance reporting

This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

University/College Degree in Mathematics or equivalent