Remote Otter LogoRemoteOtter

Workforce Management Agent - Remote

Posted Yesterday
Customer Service
Full Time
Quebec, Canada

Overview

The Workforce Management Agent will be responsible for optimizing the contact center's daily operations by ensuring that the right number of staff is available to meet performance and efficiency goals.

In Short

  • Monitor traffic on queues and agent adherence continuously.
  • Adjust schedules and configure settings for automated tasks.
  • Make call routing adjustments to balance service levels.
  • Analyze and present operational performance results.
  • Adjust forecasts based on recent trends and information.
  • Communicate results and action plans for upcoming hours.
  • Handle requests from various sources.
  • Validate activity coding in schedules for payroll processing.

Requirements

  • Degree in workforce management or related field, or relevant experience.
  • Experience in workforce management and real-time management.
  • Advanced knowledge of contact center performance indicators.
  • Proficiency in Office 365 tools, especially Excel.
  • Knowledge of NICE IEX, EEM, Genesys Cloud, SharePoint.
  • Desire to excel and be part of a collaborative team.
  • Ability to manage multiple activities and prioritize tasks.
  • Operational coverage required for the team is 7 days a week.
  • Fluency in French and English, both oral and written.

Benefits

  • Exclusive travel privileges.
  • Modern and inspiring work environments.
  • Opportunities for career growth.
  • Inclusive and diverse workplace.
  • Support for employees with disabilities.
Transat AT logo

Transat AT

Transat AT is a leading airline dedicated to providing exceptional travel experiences while prioritizing customer satisfaction and sustainable tourism. With a mission to be the preferred airline for both customers and employees, Transat AT has achieved notable accolades, including being the first international tour operator to receive Travelife certification and multiple awards as the world's best leisure airline. The company fosters a culture of open-mindedness, collaboration, and fun, offering employees travel privileges and a modern work environment. Committed to inclusivity and diversity, Transat AT actively encourages candidates from various backgrounds to join their team.

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