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

• Provide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts to meet department objectives and strengthen organizational capability.
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