City of Toronto
Customer Experience Workforce Consultant
Job Description
Enhance workforce performance as a Workforce Analytics Consultant in the Customer Experience Division. Leverage data insights and scheduling expertise to optimize service levels in a full-time, temporary role.
This position involves overseeing intraday workforce monitoring, staffing adjustments, and real-time performance reporting. You'll analyze metrics, provide recommendations for service improvements, and communicate insights to management. The role is critical for maintaining optimal service levels in the customer contact centre and field environments.
Key Responsibilities: • Oversee real-time workforce performance monitoring • Analyze customer service metrics for trends and variances • Monitor contact volumes and staffing levels in real-time • Produce reports on absenteeism and schedule deviations • Communicate performance insights through reports to management
Requirements: • Extensive experience with workforce management platforms • Strong background i...
This position involves overseeing intraday workforce monitoring, staffing adjustments, and real-time performance reporting. You'll analyze metrics, provide recommendations for service improvements, and communicate insights to management. The role is critical for maintaining optimal service levels in the customer contact centre and field environments.
Key Responsibilities: • Oversee real-time workforce performance monitoring • Analyze customer service metrics for trends and variances • Monitor contact volumes and staffing levels in real-time • Produce reports on absenteeism and schedule deviations • Communicate performance insights through reports to management
Requirements: • Extensive experience with workforce management platforms • Strong background i...