Workforce Lead (6-month contract) (Virtual CAN or US)

Role Overview

Reporting to the Manager, Process and Performance, the Workforce Lead will contribute to Sirva's success by overseeing a team of Quality Analysts, Reporting Analyst and Workforce Analysts supporting the CX Operations. The operations utilize the latest contact center technology (voice/video calls, emails, text messages, VoIP and chats) and this position will play a key role in monitoring and evaluating the employees resolving customer queries and service escalations as well as provide Workforce management oversight.

*This role must be filled within the United States or Canada. The application deadline is October 27th at 5pm EST.

What You'll Be Doing

• Oversee quality assurance, reporting and work force management (WFM) activities in CX operations centers
• Direct activities of the Quality Analysts, reporting and WFM to achieve operational goals.
• Lead the design of contact monitoring formats and quality standards.
• Develop reporting and metrics using the data mined from quality monitoring system.
• Identify trends through data analysis and provide to site leadership
• Participate in customer focus groups to identify customer needs and expectations and make recommendations for enhancing quality data elements.
• Lead calibration meetings with Operations and Learning and Development
• Develop and maintain reports to mine pertinent data on a recurring and/or ad-hoc basis

• Implement new workforce management tools and resources as they become available.
• Continually review report setups, codes and data to ensure valid information is being provided to the management team with regards to actual volumes, forecasted volumes, current headcount and budgeted headcounts.
• Maintain constant communication with CX Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Generate short and long-term staffing models and provides recommendations based on analysis.
• Develop ad hoc reports relating to workforce management to meet internal business requirements as needed.
• Proactively identify, support and coordinate report automation opportunities whenever possible.
• Compare results to forecast and identify opportunities for improvement.
• Regularly report out on workload and capacity
• Regularly report out on SLAs vs actual results
• Serve as a technical resource

People Management

• Manage 1-7 employees
• Manage on floor operations ensuring discipline and professionalism within the team, while delivering superior service to customers / clients
• Own, run and manage daily reporting for operational effectiveness
• Establish meaningful performance objectives that align with organizational strategy
• Provide Employee feedback in weekly 1:1 sessions. Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a regular basis.
• Focus on continual improvement of people and process.
• Perform mid-year and annual performance appraisals
• Immediately addresses performance issues
• Work with leadership and Workforce Management teams to ensure adequate staffing, resources, training and coaching
• Provide inputs for nominations from the team for appropriate rewards and recognition for achievement of stated objectives
• Effectively manage upward and downward communication
• Respond positively to evolving and changing business environment by both seeking and incorporating feedback and demonstrating the ability to adapt, while keeping a positive attitude

What You Bring to Sirva

• Bachelor's Degree and relevant work experience
• 3-5 years' experience in a leadership role in operations support in a contact center / desktop support environment
• Outstanding customer service skills and dedication to providing exceptional customer care
• Strong quantitative, analytical and technical aptitudes
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Attention to detail, strong organizational and time management skills
• Excellent verbal, written and interpersonal communication skills
• Must be able to effectively deal with people at all levels within the Company
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (PowerPoint, Word, Excel)
• Career oriented individual looking for a long-term association

At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable provincial and federal laws, we provide the following salary information for this position:

• Position Title: Workforce Lead
• Salary Range: $31-$32CAD/HR
• Benefits: Comprehensive benefits package that includes choice of two Medical plans and two dental plans; Retirement plan, RRSP employer match (after 1 year), Life & Disability Insurance, and more. Benefits are based on employment status and may not be available for temporary or part-time employees

Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.

For positions available outside Canada, salaries will take into account local currency and market conditions, which may differ from the CAD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, Sirva Mortgage and Smartbox) provide everything needed to move talent and deliver experience.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.

It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSirva@Sirva.com and let us know the nature of your request and your contact information.