[Hiring] Manager, Workforce Management @LE016 3287646 Nova Scotia Company

Apr 02, 2025 - LE016 3287646 Nova Scotia Company is hiring a remote Manager, Workforce Management. 💸 Salary: cad 76,000 -- cad 115,000 annually. 📍Location: Canada.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves optimizing our multi-channel customer support operations and ensuring seamless service delivery across all of our support channels and with our strategic vendor partners.

Workforce Planning: Develop and execute short- and long-term workforce plans to meet service level goals across all contact channels, including phone, email, live chat, and social media.
Forecasting & Scheduling: In partnership with the Forecasting team and strategic partners, use future and historical data and analytics to optimize long term planning and advise on staffing requirements as they relate to business needs and seasonal variability.
OKR Delivery: Ensure the team meets or exceeds Objectives and Key Results (OKRs) through effective planning, execution, and monitoring.
Performance Monitoring: Track and analyze key performance indicators (KPIs) such as occupancy, adherence, and service levels, identifying areas for improvement and implementing solutions.
Team Leadership: Manage and develop a team of workforce analysts, providing guidance, training, and mentorship to drive excellence.
Technology & Process Optimization: Collaborate with internal partners, IT and vendors to optimize workforce management tools and reporting systems, ensuring effective use of systems like Genesys.
Cross-Departmental Collaboration: Partner with operations and customer support leaders to align on goals, staffing, and service delivery strategies across all channels.
Crisis Management: Develop and execute contingency plans to address unexpected changes in demand, such as outages, system updates, or emergencies.

Qualifications

Proven experience (5+ years) in workforce management, preferably in a multi-channel customer support environment.
Proficiency in workforce management software (e.g., Genesys, NICE, Verint, or similar).
Strong analytical and problem-solving skills, with the ability to interpret data and make actionable recommendations.
Excellent communication and leadership abilities, with experience directly managing a team.
Knowledge of industry KPIs, OKRs, and contact center best practices.
Experience working in the BPO space a plus.
Bachelor’s degree in Business Administration, Operations, or a related field (preferred but not required).

Benefits

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset.
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe.
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.
Medical/Dental/Vision coverage.
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
And more! – so many benefits we couldn’t even fit them all here!

Company Description

ABC Fitness is a leading provider of fitness software solutions, empowering gyms, studios, and trainers to deliver personalized and effective fitness experiences.

Similar Remote Jobs

Kickstart Your Job Search

Need advice to apply? Join our free Webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »

Unlock 55,464 additional remote jobs, advanced search & email notifications

Get Access Now

Too many emails? Declutter your inbox with Meco

Your home for reading newsletters

Try for free - no card required.

Before You Apply

️

📍	Be aware of the location restriction for this remote position: Canada
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Project Management

Manager, Workforce Management @LE016 3287646 Nova Scotia Company

Project Management

Salary 💸 cad 76,000 -- cad 115,000 annually	Remote Location Canada
Job Type full-time	Posted Apr 02, 2025

Apply for this position Unlock 55,464 Remote Jobs

️

📍	Be aware of the location restriction for this remote position: Canada
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Manager, Workforce Management Apply for this position Unlock 55,464 Remote Jobs

Get daily remote job opportunities in your inbox

[Hiring] Manager, Workforce Management @LE016 3287646 Nova Scotia Company

Similar Remote Jobs

More jobs at LE016 3287646 Nova Scotia Company

More Project Management jobs

More jobs in Canada

Kickstart Your Job Search