Workforce Planner - Jobs in Saint John, NB

Job Description

Workforce PlannerReports to – Shared ServiceLocation- RemoteQuorum is currently looking for a Workforce Planner to join our growing team.THE COMPANYQuorum focuses on developing innovative and integrated software tools and applications for our dealership customers. We couldn’t do it without key team members that are as enthusiastic about our technology as they are about customers satisfaction.THE OPPORTUNITYWorkforce Planner – Responsible for managing contact forecasting, agent scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals.Additional responsibilities entail implementing Contact Center initiatives, managing utilization trends and proposing operational improvements. To sum it up, having the right people in the right places at the right times; in a manner that will allow us to meet and/or exceed customer expectations and client level SLAs.The successful candidate will work directly with internal business partners to ensure that the team, and organization, are operating in a fiscally responsible manner.Role Responsibilities

• Ensures there is ample data for the Operations Team to achieve service levels and productivity goals

• Provides all workload forecasting and consequent staffing planning to meet service goals
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
• Coordinates all reporting related to Workforce Planning and Execution
• Develops and maintains scheduling processes for all Call Center Agents (Appointment Coordinators)
• Participates in strategic planning and goal development as required
• Contribute to overall technology and process improvement initiatives
• Develops presentations on recommendations and process implementations to senior management
• Completes special projects as needed
• Manage relationships with the clients and internal stakeholders
• Establish and maintain relationships with third parties/vendors
• Other duties as assigned

What We Offer

• A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork.
• Opportunity to work for a locally built and growing company.
• A full-time schedule, consisting of 40 scheduled hours per week.
• Strong benefits offerings beginning after 3 months of employment.
• Access to our employee assistance program.
• Available on-site parking.

Qualifications and Education Requirements

• Bachelor’s degree in mathematics/business preferred, or combination of education and relevant work experience
• 3-5 years of direct experience in Workforce management and analytics. Experience in Omni-channel queue management a plus (email/chat/inbound/outbound/automated contact)
• Ability to write reports, business correspondence, and produce manuals
• Ability to communicate effectively, both orally and in writing within all levels of Call Center staff
• Strong analytical skills and attention to detail.
• Ability to effectively partner with various levels of management.
• Proficient in the use of Microsoft Office applications including but not limited to Outlook, Excel, Word, PowerPoint, etc.
• Proficient in Automatic Call Distribution [ACD] technology
• Interactive Voice Response [IVR] experience: knowledge in process improvement
• Experienced use and/or implementation of Call Center & Technology
• Communicates information timely and effectively, providing clarity and direction
• Acts as a change agent; involving self and team in developing and executing change for business success
• Role models desired behaviors, demonstrates personal resilience
• Excellent communication skills; ability to communicate to all levels of the organization and internal/external constituents
• Manage relationships; interact with individuals across organizational business units.
• Understanding of the products that are available to our customers.
• Strong analytical thinking skills; to develop plans, strategies and tactic
• Self-starter with a desire to take on increased levels of responsibility
• High energy and a positive attitude; proactive and focuses on what we “can do.”
• Ability to work in a cohesive team environment

ABOUT QUORUMABOUT QUORUMQuorum Information Technologies Inc. offers integrated, innovative and robust Software Technology Solutions and Services to Traditional and Electric Vehicle Dealerships and Original Equipment Manufacturers (OEM) across North America.Implemented on their own, Quorum’s solutions and services allow dealership customers to drive greater results at less cost than using the competition. When integrated with other Quorum solutions the Quorum product suite delivers escalating synergy and expanding value to its dealership customers.Quorum’s Family of BrandsDealerMine CRM, a sales and service Customer Relationship Management system and set of Business Development Center services that drives revenue into the critical sales and service departments in a dealership.Autovance, Autovance is a modern retailing platform that helps dealerships attract more business through digital retailing, improve in-store profits and closing rates through our desking tool and maximize efficiency and CSI through our F&I menu solution.Accessible Accessories, support leading dealerships profit from dramatically increased accessory sales. Accessible Accessories is focused solely on giving dealerships the tools they need to price, promote, and quote accessories online and on the sales floor.XSelleratorTM, a Dealership Management System (DMS) that automates, integrates and streamlines key processes across departments in a dealership, and emphasizes revenue generation and customer satisfaction.Quorum is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex, sexual orientation, gender, gender identity, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Quorum offers competitive salary and benefits packages and an incredible work environment. This is a full time salaried position with an excellent compensation plan. With distributed office locations in Canada, Quorum offers our employees the ability to work remotely from home, in office, or hybrid. To apply for this position please visit Quorum’s Career Site.**Only those candidates that meet our requirements for this position will be contacted***INDLPQuick Apply

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