Real Time Workforce Operations Administrator - Jobs in Thorold, ON

Job Description

WHO WE ARECAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over hundred years we have provided emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant products. A true community partner, we could not be here without our over 145,000 members across Niagara, allowing us to focus on earning your continued trust, every day!COVID-19 VACCINATION EMPLOYMENT REQUIREMENT:As we play a strong role in our community and in keeping our employees, members, customers and community safe, as per our vaccination policy, all employees, including new hires, must be fully vaccinated against COVID-19.Position SummaryThe Operations Administrator is part of the Emergency Roadside Services (ERS) department and provides administrative support to ensure efficient operation of ERS. The position supports managers and employees through a variety of tasks related to organization and communication. This position is familiar with the company and department practices, procedures and processes and has the ability to effectively communicate via multiple mediums to management and employees.Primary Duties and Responsibilities

• Read and understand upcoming forecasting for call volume and associated staffing – recommend shift changes, vacation denials and OT coverage requirements to management.
• Manage daily real time call volume and associated driver productivity, attendance and scheduling of breaks
• Oversee Fleet vacation calendar for management. Call out, organize and update managers and dispatch on OT coverage.
• Monitor and proactively manage effective real-time shift patterns and call volumes to match business requirements, optimizing performance of all drivers and maximizing member satisfaction by providing flexible options, taking into account the position of contractors, internal use of drivers and OT distribution
• Send communications to drivers over various mediums (push to talk, email, message) for real-time and daily updates
• Take meeting minutes for various meetings
• Tracking, reporting and delivery of driver cash to accounting. Reports for managers regarding cash calls and outstanding amounts.
• Updating of internal communications (SharePoint intranet) for department updates.
• Supporting managers on collecting customer survey data and comments
• Preparation/Updates of various internal systems for new hires and internal movement changes
• Support overall process and department optimization with document creation, reports and process flow

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.Qualifications

• Advanced troubleshooting, multi-tasking and time management skills.
• Experience in forecasting and real time resource workforce management
• Strong computer skills, able to use multiple programs and learn on the go.
• Customer service orientation with strong communication: verbal, written and oral
• Positive attitude with a personable demeanor
• Ability to creatively problem solve and produce solutions
• Attention to detail with the ability to think ‘big-picture’
• Capacity to work with tight deadlines and adaptable to a changing environment
• Experience working with confidential information and data

Education & Experience

• Post Secondary, or related work experience, in Office Administration, Workforce Management,
• 3+ years of customer experience
• Experience in Fleet and/or Dispatch environment considered a strong asset

Working Conditions

• Ability to work in office environment with frequent interruptions
• Sedentary position, with constant computer work (mousing, typing, working on monitor)

CAA Niagara values diversity in our workforce, as well as in our members, suppliers and others. We provide equal employment opportunity for all applicants and Employees and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.CAA Niagara welcomes and encourages applications from everyone. Accommodations may available upon request for candidates taking part in all aspects of the selection process. If you would like to request a specific accommodation because of a disability or a medical need, please advise the Recruiter or Human Resources Associate when you are selected to participate in the recruitment process.Job Type: Full-timeQuick Apply

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