Senior Workforce Manager, Contact Centre - Jobs in Toronto - Hybrid, Ontario, M5H 2N2

Job Description

Who we areJoin Scene+ and be part of Canada #39;s most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there #39;s always something to look forward to with rewards for every kind of life. Our goal is to become Canada #39;s favourite loyalty program by nurturing our Members with rewards their way. We #39;re the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we #39;re an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.Our motto isquot;Love what #39;s next, quot; and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.Who we needReporting to the Director, Member Services, we are looking for a Senior Workforce Manager, Contact Centre. You will oversee the strategic forecasting, capacity planning, and financial management of our contact centre #39;s workforce. With a focus on developing long-term and short-term staffing models, you will align business goals, customer behaviour trends, and market dynamics to meet the demands of our inbound and outbound queues. This is an opportunity to make a measurable impact on the efficiency, capacity, and performance of the call centre and the customers they serve. This is a hybrid role, working 5 days over a 2-week period in the office.What’s in it for youOwnership. At Scene+, we are excited about a full contact centre transformation, and we are seeking insights, technical knowledge, and collaborative partnership-building to make this a reality. You will play a critical role in the centre #39;s ability to meet demands, operate in a fiscally responsible way, and effectively deliver solutions and services to clients. Impact. Our bilingual contact centre services multiple lines of business, responding to calls, chats, emails, and outbound calls. You are ready and willing to balance the competing demands of businesses, partners, and stakeholders. You will be profoundly influential in educating, informing, and managing expectations while working closely with our vendor to identify patterns, anticipate future needs, and guide adaptations to shifting support volume demands.Exposure and influence. You will grow your exposure by collaborating with stakeholders and working closely with third-party vendors to understand anticipated needs and optimize performance targets and SLAs. This is an exciting chance to use advanced analytics tools to make data-driven decisions while continuously improving processes through innovation and automation. As our new Senior Workforce Manager, Contact Centre you will:

• Develop capacity planning models. You will build and maintain sophisticated, scalable capacity models for a 12+ month horizon, integrating customer behaviour trends, corporate initiatives, and market dynamics. You will partner with finance, operations, analytics, and technology teams to align workforce planning with broader organizational objectives.
• Maintain advanced forecasting. You will develop accurate long-term and short-term forecasts for call volume, staffing needs, and agent performance based on historical data and industry trends. You will analyze trends in call volume, seasonal fluctuations, and other factors to create forecasts that align with business goals and service level expectations with 3rd party vendors. In collaboration with 3rd party vendors and operations teams, you will adjust forecasts and staffing plans based on real-time data and changing business needs.
• Manage ROI and risk. You will build comprehensive financial models and dashboards to monitor workforce performance, budget adherence, and ROI on initiatives. You will proactively manage and address workforce-related challenges, ensuring effective response to fluctuating demand, operational disruptions, and emerging risks.
• Manage finances. You will create and manage workforce budgets, optimizing resource allocation to meet performance targets while minimizing operational costs. You will validate and assist in reviewing invoices to ensure accuracy, compliance, and alignment with contractual terms and service delivery. You will leverage business financials to drive performance results and optimize operational efficiency.
• Drive stakeholder engagement. You will nurture relationships with internal and external stakeholders, foster collaboration, drive continuous improvement, and ensure effective team communication for business needs and workforce planning. In partnership with Contact Centre Leadership, you will own third-party vendor management for service delivery, including adherence to performance standards, contractual obligations, and overall business objectives. You will facilitate strategic planning sessions with senior executives and key stakeholders, presenting data-driven strategies and influencing high-level decision-making.
• Lead process improvement initiatives. You will embed best practices and automation solutions to enhance overall workforce effectiveness. You will identify, assess, and implement technical workforce solutions to streamline processes, improve service levels, and reduce operational expenses.

You bring:

• The workforce management knowledge. You have experience using workforce management tools (e.g., Erlang models, forecasting) to develop capacity plans, staffing schedules, and performance targets. You collaborate across functions—operations, finance, analytics, and IT—to align workforce strategies with business objectives. You proactively identify workforce risks, analyze root causes, and implement solutions. Your expertise in performance management, workflow optimization, and automation drives efficiency and reduces costs.
• The strategic leadership. You have a proven history of successfully leading complex workforce planning initiatives that align with long-term organizational goals and objectives. You have the technical acumen to evaluate and implement technical solutions and automation tools that streamline workforce processes, reduce operational costs, and enhance service delivery.
• The financial management experience. You bring experience in financial analysis, budgeting, and workforce performance tracking. You build models and dashboards to optimize expenditures and manage vendor contracts, ensuring service delivery meets expectations and contractual terms. You have experience managing vendor contracts, including reviewing and validating invoices and ensuring alignment with service delivery expectations and contractual terms.
• The advanced analytics skills. You are proficient with advanced data analysis and visualization tools (e.g., SQL, Tableau, Excel) to generate insights, track trends, and support decision-making with actionable recommendations. You have an in-depth understanding of key call centre performance metrics (e.g., AHT, service level, occupancy rate, FCR) and the ability to develop and implement strategies that align with organizational goals.
• The adaptability. You have a proven ability to manage multiple tasks and priorities simultaneously, under pressure, ensuring timely resolution of issues and smooth operations. You can pivot your focus to adapt to changing priorities, operational shifts, and new processes or tools. You thrive in a small, agile organization while also being comfortable working within the framework of a larger enterprise structure.
• The interpersonal skills. You have excellent communication skills and can translate technical concepts to non-technical audiences. You prioritize active listening and responding to the changing needs of teams and stakeholders you are working with. You can confidently engage with internal and external senior executives, stakeholders, and vendors, influencing decision-makers.

Join us.At Scene+, we cultivate an innovative and collaborative environment. Guided by our values, we aim to exceed the expectations of our partners and members.Member Focus: We prioritize the needs and experiences of our members in everything we do.Teamwork: We believe in the power of collaboration and working together to achieve our goals.Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.Integrity: We uphold the highest standards of honesty and transparency in our actions.Results Driven: We are committed to achieving outstanding outcomes and delivering value.Passion: We are passionate about our work and dedicated to making a positive impact.We offer:Perks: Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and more.Warmth: We foster a genuine culture where relationships, knowledge sharing, and creativity thrive.Growth: Working for Scene+ offers exposure to a range of industries represented by our owners and partners. You #39;ll have the chance to work on diverse initiatives, collaborate with cross-company teams, and expand your career path options both internally and with our owners.What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact as our new Senior Workforce Manager.
• An interview with a Senior Workforce Manager to gain insights into the accountabilities and day to day impact of the role.
• An interview with the Hiring Manager to discuss how your experience aligns with the role and the needs of the team.
• A final interview with the VP, Digital Product and Channels, to learn more about the impact of the role, the contact centre transformation, and the trajectory of the organization.

Apply now.If you have 70% of what we #39;re looking for and 100% authenticity and passion, express your interest here. Please contact us by email at careers@scene.ca and let us know what accommodations or assistance we can provide you during the application process.At Scene+, we #39;re committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.#LI-Hybrid#LI-DNIPowered by JazzHR