CC-Contact Centre_221-Contact Centre - Leader Command (FT 6-Month Term)

Prior to submitting a job application, candidates are required to advise their direct Leader.

Please note:

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Pay rates for unionized roles will be governed by the applicable collective agreement.

Salary Band 7

CC-Contact Centre_221-Contact Centre - Leader Command (FT 6-Month Term)

Purpose:

Reporting to the Senior Manager, Contact Centre Planning & Delivery, the Leader, Contact Centre Command (Real-time WFM Workforce Management) is responsible for leading a team of Command Centre Coordinators. This leader will be a highly curious and innovative Contact Centre Workforce management expert skilled in workforce optimization.

24/7/365 timely and accurate management of WestJet’s multi-channel Contact Centre, historical reporting, Contact Centre real-time emergency and operational management, employer representation OSH committee leadership, project initiative workstream leadership and real-time timecard management is the scope and responsibility for this position. Meeting key performance indicators that support both employee satisfaction and Contact Centre service levels to meet the needs of WestJet guests are critical for successful outcomes of this role.

Responsibilities:

• Lead and drive the effectiveness of the Command Centre real-time team; create, maintain and improve Command Centre processes and training, foster environment and framework for continuous improvement.
• Coach and support team to achieve high levels of engagement and performance. Leads Contact Centre real-time Emergency Response preparedness & OSH Employer committee role for Contact Centre.
• Collaborate with the various departments to redesign, maintain, and refine real-time workforce management processes and contingency plans to account for multiple factors, such as fluctuations in business volumes, productivity assumptions, attrition, hiring, training requirements, projects, IT/technical and external influences.
• Conduct analysis of multi-channel queues and technologies to identify opportunities to improve service level, cost to serve, and employee satisfaction. Develop recommendations and articulate strategies effectively to cross-functional partners.
• Leads and participates in optimization projects; analyzes Contact Centre systems and performance for opportunities to optimize guest experience, queue performance, real-time management, agent experience, IVR and routing strategies across all contact types
• Synthesize quantitative and qualitative data into actionable recommendations and partner with the business leaders to review performance, forecast accuracy and productivity to inform decisions/plans as necessary to mitigate risk and optimize Contact Centre performance - maximize resource utilization
• Provides working leadership, organization and planning around the research, collection, synthesis and translation of internal and external environmental factors, and all relevant data, into Contact Centre impacts to increase efficiency by recommending and implementing staffing strategies that proactively solve anticipated challenges and support the needs all Contact Centre groups
• Lead team to curate timely, high quality, interactive analytics visualization and historical reporting for contact center operational excellence, strategic outcomes, and guest satisfaction; responsible for intraday, executive summaries and ad-hoc reporting
• Frequently collaborate with internal partners to understand their business processes, objectives and requirements in order to define/recommend solutions to meet those objectives, effectively communicate project/initiatives status and see through to implementation and iteration
• Leads change, embraces changes, keeps employees informed, and remains focused on business results. Partner across the enterprise to build strong relationships, identify and leverage synergies and shared best practices across all business units.
• Proactively identify and communicate risks and areas of opportunity and offer suggestions and plans to solve or mitigate those challenges; enact decisions on intraday work assignment across different business units to maintain and improve service levels across all contact types

Competencies:

• 5+ years of Contact Centre knowledge and/or experience
• 3+ years of knowledge and/or experience in Contact Centre processes and workforce management operations
• 3+ years operations leadership experience
• Strong understanding of multi-channel skills-based routing and workforce management best practices
• Excellent collaboration skills: team building, conflict resolution, stakeholder management and relationship building, risk management, negotiation& decision making
• Command Centre / WFM experience an asset
• Highly analytical with proven written and oral communication skills
• Strong strategic decision-making skills required
• Expert knowledge and experience in Genesys Cloud, Word, Excel, PowerPoint and Outlook an asset - help feature, self-learning
• Proven problem solving & analytical skills and experience
• Excellent reporting synthesis and procedures skills
• Demonstrated ability to effectively manage multiple priorities and requirements from stakeholders and meet commitments

Your development is important, WestJetters are encouraged to have regular conversations with their leaders regarding their career. In addition, resources can be found on the People Portal to support your career aspirations.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [email protected].

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at [email protected].