407 ETR Concession Company Limited
Workforce Management Team Lead - Customer Operations
Job Description
Join the Customer Operations team in Woodbridge as a Workforce Management Team Lead. Shape performance and capacity planning through effective monitoring and leadership strategies.
As a team manager, you’ll be responsible for developing support teams and ensuring service level adherence. You will lead initiatives, engage employees, and manage software tools that streamline operations and compliance with organizational objectives.
Key Responsibilities:
• Coach Intraday Coordinators and Workforce Forecast Analysts
• Develop and execute workforce capacity plans
• Live monitor all channels and client service levels
• Foster effective communication across support teams
• Lead change management initiatives for workforce impacts
Requirements:
• Bachelor’s degree in Business or related field
• 3-5 years of leadership experience in call centers
• At least 2 years in a customer operations setting
• Exper...
As a team manager, you’ll be responsible for developing support teams and ensuring service level adherence. You will lead initiatives, engage employees, and manage software tools that streamline operations and compliance with organizational objectives.
Key Responsibilities:
• Coach Intraday Coordinators and Workforce Forecast Analysts
• Develop and execute workforce capacity plans
• Live monitor all channels and client service levels
• Foster effective communication across support teams
• Lead change management initiatives for workforce impacts
Requirements:
• Bachelor’s degree in Business or related field
• 3-5 years of leadership experience in call centers
• At least 2 years in a customer operations setting
• Exper...