.Company Summary:Majorel (dba Arvato) supports clients all over the world to successfully shape their customer relationships.
More than 48, employees in 28 countries design and implement customized solutions for this purpose.
We create amazing customer experiences that people value and we are proud of.
By combining talent, data, and technology, we deliver real impact for our partners.
Todays rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology.
We constantly strive for the best.
We know that doing so is pursuing a moving target.
It takes full commitment to go the extra mile.
Mutual respect and trust is the hallmark of every successful business, and its the same at Majorel.
We know that challenges are met and ambitions achieved through teamwork:Not only amongst our colleagues, but in partnership with our clients too.
Position Summary:The Workforce Coordinator is responsible for overall management & direction of the workforce team.
Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/ levels accordingly.
Monitors service levels and directs real-time forecasting to meet service levels.
Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements Overall Responsibilities:Manages a team of 5 10 intraday specialists across multiple sites.
Manages a team of 3 5 report analysts.
Analyze past volume and patterns and will implement based on the forecast provided by the client staff the Service Center to ensure service goals are met.
Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.
Conduct analysis and recommends solutions to real time performance issues with the operational business units.
Validate forecasting and staff planning and work with Account Managers.
Ensure all required WFM data is tracked and trended on a continuous basis.
Interface with Account Managers/Director as needed for escalation of service impactingissues.
Coordinates with Director of Operations to interface with client and handle account management issues.
Manages the staff schedules and responsibilities of Workforce Management team.
Meets department budget goals by controlling costs for equipment and personnel.
Responsible for performance appraisals of all direct reports.
Coach and develop a high performance team through organizational leadership.
Demonstrate sound judgment and fairness when administering Arvato Services Canadas policies and procedures.
Ensure team accurately tracks and manages call center schedule adherence Monitor absenteeism levels and work with Account Managers/ Director/HR on attendance management initiatives.
Prepare daily/weekly/monthly reports and distribute to Management