Senior Engagement Manager driving growth, managing key relationships in Sports & Gaming portfolio. Ensuring delivery excellence and aligning client needs with EXL’s capabilities.
About the role
- Manager, Workforce Planning overseeing strategy and execution for all Canada Operations. Responsible for guiding teams, optimizing schedules, and collaborating across business units.
Responsibilities
- Oversee WFM application configuration, execution, and best practices for all Canada Operations lines of business
- Conduct short-term Contact Centre workload projections and collaborate with contact services leaders to address gaps
- Define all budget and business driver assumptions with strategies to alleviate impacts to KPIs
- Ensure accurate gaps are closed, achieving a balanced execution between Client and Agent UX KPI
- Lead team execution of workload projections and collaborate with contact services leaders
- Analyze all new products being considered that impact Canada Operations, and work with various stakeholders to design and recommend a support model
- Perform various analyses and impact assessments and work with stakeholders to share impacts/concerns to ensure a good customer experience while taking the most efficient approach possible
Requirements
- 5-10 years of combined technical and leadership experience
- Educational background and/or specialization in a technology or workforce management related discipline is an asset
- 5+ years experience with Product Owner or Agile methodology delivering technology solutions and/or business processes improvements from a backlog
- Comfort with ambiguity and ability to make informed decisions and quickly course correct based on numerous factors
- Well-developed analytical skills to review various data sources to make a wide variety of decisions
- Experience working in a contact centre and with Workforce Management and Workflow solutions including Amazon Connect, Calabrio, Appian and ServiceNow considered an asset
- Computer science related background (coding, database/webform design, etc.) considered an asset
Benefits
- inclusive, accessible environment
- diverse and inclusive workplace
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