If you answered an enthusiastic YES to the above, this role could be for you!
Being at the forefront of business process optimizations, we are always in need of talented people who like to get things done. If you are looking for more than just another place to work, and are not afraid of challenges, we would like to hear from you.

 The selected candidate will report to the Senior Manager, Optimization (WFM).  This is an excellent opportunity for a business-minded individual, capable and comfortable with challenging the status quo, all the while working effectively in a collaborative environment with all Client Operations units and levels.

 Job Duties/Accountabilities:

• Find opportunities
  • Work with customer operations stakeholders and workforce team, available reports and homegrown tools to identify potential improvement opportunities 
  • Assess collected data and conduct fact based analysis and business cases to support and/or define strategy
  • Apply statistical models to interpret data; maintain and apply a deep understanding of WFM and Operations practices
• Present findings to obtain sign off
  • Build PowerPoint presentations that will support recommended strategic change
  • Influence groups outside customer operations to rally our objective
  • Review benefits of potential strategic changes with directors and executives
• Lead execution of change to implement
  • Using project management methodologies, create and lead plan to execute necessary changes
  • Lead team of multiple stakeholders with different objectives
  • Get alignment from project team and stakeholders allowing business needs to be met
  • Lead necessary changes to internal processes
  • Work collaboratively in cross functional teams, where you are expected to be an advocate and influence on behalf of WFM
• Track improvements
  • Partner with our internal data analytics team to define best tracking methodology
  • Report on results and make necessary adjustments to optimize benefits

 Critical Competencies/Qualifications:

• Undergraduate Degree in Business/Finance, Statistics, Applied Science or similar related field is considered an asset
• 3-5 years experience in an Opportunity Identification, Reporting or Workforce-Management Related Discipline or Project Management role (Budgeting/Planning/Forecasting/Real Time support) 
• Familiarity with commonly accepted contact center industry practices, terminology, and key metrics
• Advanced Excel and PowerPoint skills, including presentation delivery 
• Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels) 
• Strategic thinker capable of identifying opportunities to enhance our business and processes