Hudson’s Bay Company Looking for Manager Contact Center Workforce at Toronto, Ontario Full Time

Day in the Life:

The Manager of Contact Centre Workforce will work with Operations Executive Leadership to drive account profitability via excellent associate staffing decisions for multiple client programs/projects.  This person is responsible for overall WFM delivery, support, and execution across numerous BPO’s and LOB’s.  This includes but is not limited to Voice, Chat, Email, Social Media, and SMS/Messaging.

What You Will Do:

• Create and maintain historical level reporting across the contact centers.  Responsible for intraday, executive summaries, and ad-hoc reporting.
• Conduct regular meetings with our BPO partners to gain alignment and communicate upcoming projects or shifts in staffing.
• Forecasting and historical data gathering, smoothing data sets, analyzing business demand plans, invoicing and gather recent trends to establish a running forecast across multiple BPO partners. 
• Budget Maintenance and updating L&R for contact centers. This includes forecasting updates and impacts to current and future commitments.
• Responsible for service level management and resource administration across all servicing teams, acting as a single point of contact for the WFM structure for senior leaders and our Vendor Partners
• Drive effectiveness of the WFM through ongoing process analysis and redesign and support of critical internal optimization projects.
• Conduct analysis of assigned queues to identify opportunities to improve service level, cost, and employee happiness.  Develop recommendations and articulate strategies effectively to cross-functional partners.

What You Will Need:

• 6+ years experience in Workforce Management, Forecasting/Planning, Intra Day management and people leadership experience
• A strong communicator, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels
• Expert Excel including Pivot Tables and Filters
• Familiarity or proficiency with SQL and Business Intelligence tools like Tableau, DOMO, Microsoft is an asset
• Proficiency with Microsoft Office Applications
• Working knowledge and experience with dedicated WFM software suites (NiceInContact, IEX, Aspect, etc) is a positive
• Understanding of best practices from a reporting perspective

What You Can Expect:

• Competitive salary and benefits package
• Associate discount up to 40% including top brands
• Flexible work environment that allows for work-life balance

About The Bay

As North America’s oldest startup and Canada’s purpose-driven digital marketplace, The Bay is on a high-growth mission to rewrite the rules of retail to help Canadians live a colourful life. If you believe in the power of our iconic brand and thrive on problem solving at scale, we want you to join our team.

At The Bay, smart, high-performing team members will challenge you to learn and grow every day. We value ambitious work and great ideas grounded in data and insights. We are looking for talented people who love a fast-paced environment, embrace change and are looking to make an impact with groundbreaking ideas.

We are building a digital-first company and brand for a diverse world and we need an inclusive team to reach our potential. We strongly encourage applications from everyone to come and join a winning team that supports diverse thinking and demonstrates innovation, energy, creativity and vision every day.

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Thank you for your interest with HBC. We look forward to reviewing your application.

HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing non discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,compensation and training.

HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.