Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada's leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.

Who we are looking for:

The Workforce Management Coordinator is responsible for coordinating deployment and operational activities for the contact center operations team including, but not limited to, creation of agent schedules, contributing to managing offline activities, overtime, service levels, and intra-day performance, including re-forecasting.  The WFM Coordinator also participates in IVR maintenance activities.

What you’ll do:

• Team Coordination
  • Coordinate all scheduling and real-time deliverables timely and accurately
  • Support scheduling and real time related directives from Ops Management
  • Assist in conducting agent and queue performance metrics with the Ops team.
• Strategic Planning
  • Respond to workforce management scheduling and real time issues, trends, and opportunities
  • Assist Workforce Manager in strategic planning and achievement of business unit goals by developing strategies, initiatives, and solutions to improve productivity
  • Assist Workforce Manager in identifying risks and issues, provide options and practical advice to management and stakeholders on any workforce management matters
• Reporting
  • Design templates and intake processes for workforce management use
  • Maintain reports to be used in making critical decisions
  • Be able to present data findings and recommendations in clear and concise manor
  • Deliver required reports timely and accurately
• Meetings / Collaboration
  • Attend meetings with internal teams and vendor as required
  • Collaborate with Ops leaders and share relevant information related to workforce management
• Learning & Development / Continuous Improvement
  • Attend training incumbent to the job and skill enhancement
  • Look for learning opportunities that will increase the productivity and efficiency of the team
  • Explore tools, systems and software to enhance internal and external processes of the organization
• Special Projects
  • As may be assigned.

What you bring:

• At least 2 years’ customer service experience working in financial services, with credit card experience being an asset
• Exceptional customer service skills
• Exceptional problem-solving skills
• Significant experience working with TSYS
• Strong relationship management experience
• Detail oriented, organized, and self-sufficient
• Exceptional organizational and time management skills
• Ability to adapt and reprioritize in a fast-paced, changing work environment and work on multiple complex initiatives simultaneously

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To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Variable
Length of Contract: No Selection
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 320129

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.  

Posting Notes:  Rogers Bank