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Supervisor WFM-Insurance

Date: Jul 29, 2022

Location: Thornhill, ON, CA, L3T 7P9

Company: CAA Club Group

About Us

The Workforce Management team is seeking a highly motivated, driven and career focused individual to join our team as a Supervisor Workforce Management on a full time permanent basis.  This is a work from home position.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

Your responsibilities in this role would include, but not be limited to:

•    Act as the lead for a team of Forecasters, Schedulers, and Intraday Analysts 
•    Act as the key contact for internal stakeholders and foster strong partnerships between the business and the WFM team
•    Complete regular performance reviews and provide coaching through continuous contact with direct reports
•    Develop action plans to address any opportunities for improvement with individual staff 
•    Assist the manager with recruiting and hiring new WFM associates 
•    Ensure that the WFM team has the proper training and tools to perform their jobs effectively
•    Act as the SME for all primary WFM processes
•    Continually monitor and revise volume forecasts based on actual results and changes in planned events
•    Create and continually update staffing plans that optimize the amount of FTE staff on board against projected needs
•    Oversee the scheduling process for all call centres
•    Oversee the Intraday monitoring to ensure service levels are being met across all business lines
•    Identify and implement process improvements with respect to Forecasting, Scheduling and Intraday management
•    Maintain the WFM SOP (Standard Operating Procedure) library
•    Consult with WFM’s internal clients to help achieve their departmental goals and proactively plan for trends, new initiatives, or campaigns that may impact staffing
•    Partner with Telephony (IT) to ensure data integrity from phone systems, vendors and other applications
•    Establish and maintain SLAs, KPIs and Line of Business (LOB)-specific reporting and communication tactics to enhance the WFM proposition, and to ensure LOB expectation


Job Requirements:

•    Post-secondary education or equivalent experience
•    Minimum 5 years supervisory experience required, preferably in call centre environment or WFM environment
•    Demonstrated leadership, people development, communication, and collaboration skills
•    Experience with eWFM and/or other Workforce Management tools
•    Excellent organizational, time management, project management, and planning skills are essential

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and Manitoba Human Rights Code and the Accessibility for Manitobans with Disabilities Act, 2013 (AMA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs