Workforce Management (WFM) Coordinator

WHO ARE WE:

CAA Niagara is a proud Niagara Region employer, that strives to deliver rewarding experiences and enhance the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership, and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 157,200 members across Niagara, allowing us to focus on earning your continued trust, every day!

 WORKFORCE MANAGEMENT COORDINATOR:

Join our team as a Workforce Management (WFM) Coordinator and help us keep things running smoothly! In this role, you’ll be the mastermind behind our workforce planning, especially for our dynamic Emergency Roadside Service (ERS) department.

Your mission? To make sure we’ve got the right people in the right places at the right time! You'll optimize staffing, hit service level goals, and keep things efficient. Plus, you’ll bring your forecasting skills to the table, ensuring that our teams are set up for success and our operations stay on track. Sound like your kind of challenge? Apply today!

WHAT’S IN IT FOR YOU:

100% employer-paid premiums for health, dental, vision, life insurance, travel insurance

Virtual Healthcare and Nurse Navigation Support

Defined Contribution Registered Pension Plan

Growth/Training and Development opportunities

Give Where You Live Program (Community Volunteer Program)

Green and Wellness Reimbursement Program

Paid Personal and Vacation Hours

REQUIREMENTS:

To be seriously considered for this role, please have the following regarding:

Experience: 

• Post Secondary Education in business administration, operations management, or a related field and/or experience
• Minimum 3 years experience in workforce management within a contact centre environment.
• Strong understanding of contact centre metrics, and performance management.

Skills and Characteristics: This role requires strong communication, problem-solving, and analytical skills, with a focus on data-driven scheduling and forecasting. You should be highly organized, able to multitask under pressure, and proficient in workforce management tools. Expertise in Microsoft Suite, especially Excel and PowerBI, for data analysis and reporting, is essential.

Working Conditions: Office environment, with constant typing, mousing, and use of monitors.  Supporting a 24/7 environment with occasional support outside normal working hours.

RESPONSIBILITIES:

As a CAA Niagara Workforce Management Coordinator, your responsibilities and duties will be, including but not limited to:

Analyze Data and Forecasting: Review historical and real-time data to create accurate forecasts and adjust staffing based on call volumes, customer trends, and business needs.

Manage Call Systems and Reporting: Serve as the Subject Matter Expert (SME) for the call management system, handling updates, managing queues, and delivering reports.

Create and Optimize Staffing Schedules: Develop schedules that meet forecasted demand while managing shifts, breaks, vacations, and overtime to optimize efficiency.

Monitor Operations and Make Real-Time Adjustments: Oversee call queues and service levels, adjusting staffing and processes as needed in response to sudden changes or disruptions.

Collaborate and Provide Insights: Communicate with departments to align staffing with workload and offer recommendations to improve performance, while assisting in contingency planning.

Does this sound like the right match for you? Submit your resume today!

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca  We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.