Contact Centre Workforce and Performance Manager

Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.

The Contact Centre Workforce and Performance Manager is responsible for the workforce management (Including capacity planning, schedule creation, intraday adjustment, forecasting and performance analytics) of the Contact Centre, to meet our target SLAs and Customer quality goals. The role is also responsible for supporting the design and implementation of Contact Centre tools, workflow automation, and development of insights and analytics for the customer support team. The role provides critical performance and improvement insights for the Contact Centre. The role is a key contributor to the ongoing innovation and roadmap of customer service at Wyse Meter solutions.

Key Responsibilities

• Report on an analyze Contact Centre historical volume, by channel, to assess the workforce needs of the business on an hour-by-hour and day-by-day basis.
• Based on future volume estimations calculate planned capacity requirements, but channel, and schedule Contact Centre resources accordingly. Ensuring the most efficient use of Contact Centre resources, and third-party resources, to consistently meet our target SLAs and quality commitments.
• Modify scheduling on an intra-day basis to adjust for planned and unplanned shrinkage (such as callouts, and planned meetings), to maximize daily efficiency.
• Adjust agent contact skills as required to channel workload throughout the workday, based on business needs, ensuring that full communication is maintained throughout.
• Maintain all Contact Centre automated and manual communication templates, including triggered messages, auto-replies, and response templates in various systems.
• Support the ongoing technological transformation of the Contact Centre, including feature testing and implementation for future automation, chat deployment, chatbot integration and AI systems.
• Assist with the design and management of customer facing automated workflows, including self-serve, IVR routing, agent enhancement tools as well as customer enrolment process.
• Take initiative to bring ideas to management regarding potential improvements to Contact Centre processes, technologies, and systems.
• Assist with Contact Centre performance, analysis and productivity reporting as required.

Required Education & Qualifications

• Bachelors in science, physics, computer science, math, engineering, biology, and general science with strong analytical foundations is preferred.
• Proficiency in statistical modeling, correlational analysis, forecasting, and predictive methods is preferred.
• Proficiency with digital chat, workflow tools, forecasting and automation tools is preferred.
• Familiarity and keen interest in Contact Centre systems (Including ACD systems and WFM) is preferred but not required.
• Keen ability to learn and Customer Service and Contact Center Performance metrics.
• Intermediate to advanced level proficiency with MS Excel, Minitab, similar tools is required.
• Effective verbal and written communication skills.
• Self-motivated with the ability to learn quickly and collaborate effectively in a team environment.
• Able to adapt quickly in a fast-paced environment.

Benefits of Working at Wyse

• Be part of a company that is certified as a Great Place to Work 
• Give back to the community through our Wyse Helping Homes Program
• Open yourself to amazing opportunities for career and professional development
• Participate in our RRSP program 
• Enjoy our employee perks in retail, travel, restaurants and many more
• We offer an Employee Assistance Program 
• Join us in our quarterly employee social events
• Be part of a collaborative environment 
• Free parking
• TTC accessible

Our Values at Wyse

• We strive for quality and excellence in everything we do.
• We are proactive and understand our stakeholders' needs, providing innovative solutions to meet them.
• Our priority is ensuring a safe work environment, where the safety of our employees and stakeholders comes first.
• Our people are industry leaders, setting standards in the submetering and utility expense management sectors.
• We foster a positive team environment where we work as one toward common goals, continually encouraging career growth and development.
• We provide consistent, clear communication, ensuring transparency at every stage of the project.

Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

While we value diversity and welcome applications from qualified candidates, please understand that we cannot provide assistance with LMIA-related matters.