WFM Manager

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

The WFM Scheduling, Manager leads the team of Workforce Management Scheduling Support. They will focus on scheduling campaigns in such a way as to achieve balance between customer experience (service level), margins (occupancy. They may also be required to provide real time and historical reporting & Analysis, depending on campaign requirements in partnership with the RTA team. Key focus to achieve and maintain balance between customer experience (Service Level) and profitability (margin)

What You'll Do:

• Responsible for the team that schedules all campaign requirements set forth by the strategic lead & our clients, taking a lead role not only in scheduling, but sharing knowledge with identified staff to back up the scheduling role (Secondary scheduler).

• Responsible for the team monitoring dialer queues with the objective of increasing Customer experience, agent productivity and/or list penetration.

• Ensures break schedules and occupancy are managed in partnership with the secondary scheduler, operations and the real time team.

• Ensures the tracking and backfilling leakage and shrinkage in partnership with strategy, the Real time Analytics team, and operations.

• Assist operations in scheduling needs (supporting payroll software/process where applicable – i.e. Synerion)

• Participate in campaign planning processes in order to be aware of needs, required resources, objectives,.

• Communicate in real-time with managers and leaders regarding any production issues, which may affect service levels or dialer effectiveness in partnership with RTA team.

• Communicates real-time any systems issues to IT, where applicable.

• Support the team and assist, when required, in real-time queue reports, data usage reports, daily call trends, real-time and historical outbound dialer data in partnership with the RTA team, ensuring schedules are reflective of changing trends.

• Communicate regularly to Management any issues identified.

• Responsible for scheduling to requirements for each campaign in partnership with strategy, senior leadership, and the RTA team.

• Assists with the deployment of staff during system outages/emergencies to ensure all client requirements are being met, as required

• Responsible to ensure the team updates and maintains schedule changes and revisions to operations, and the real time team.

• Coach, support and development of the Workforce Management Scheduling team

• Manage the Work Force Management Scheduling Support team in a way that optimizes performance, including training and guidance to the team on strategies and best practices – Lead by example

• Champion company core values and other company programs to engage and motivate our employees

• Other duties as assigned

Education: High School Diploma or Equivalent

Experience: Minimum 3-5 years successful experience in a WFM role within the Company, or equivalent experience outside of the Company

Previous supervisory or managerial experience would be an asset

Intermediate to advanced MS Excel proficiency preferred

Certificates, Licenses, & Registration: There are no personal certification, licensing, or registration requirements for this job

Reports to: Director of Workforce Management and Operational Performance

What We're Looking For:

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role.

Why Join Us?

Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.

Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!

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