🛠 Tech Stack

💼 About This Role

You'll monitor real-time contact center metrics to maintain service levels and operational targets. You'll partner with Operations and WFM teams to make data-driven staffing adjustments. This role offers growth into advanced workforce analytics roles based on performance.

🎯 What You'll Do

• Monitor real-time metrics like contact volume and agent adherence.
• Proactively adjust staffing to maintain service levels.
• Generate daily, weekly, and monthly performance reports.
• Process schedule change requests and same-day exceptions.

📋 Requirements

• 1+ years of contact center or workforce-related experience.
• Strong analytical skills to interpret data and make decisions.
• Understanding of contact center KPIs like Service Level and AHT.
• Proficiency in Microsoft Excel or Google Sheets.

✨ Nice to Have

• Experience with workforce management tools.
• Familiarity with reporting platforms.
• Eagerness to learn and grow within WFM.

🎁 Benefits & Perks

• 🩺 Healthcare benefits included.
• 🏋️ Gympass for fitness and wellness.
• 💻 Dell discount for home office basics.
• 🧠 Telus Employee Assistance program.