Senior Workforce Management Specialist
goeasy Ltd.
Mississauga, Ontario, CA
4d ago

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as Canada’s Most Admired Corporate Cultures , GTA's Top 100 Employers, one of Canada’s Top 50 Fintech’s and North America’s Most Engaged Workplaces, we want the best and brightest to join our team.

We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units.

Accredited by the Better Business Bureau, easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $45,000 and easyhome is Canada’s largest merchandise lease-to-own company.

It is our vision to provide everyday Canadians the path for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders.

With a retail network of nearly 400 locations across Canada and over 2000 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.

Overview :

goeasy’s WFM department supports multiple channels of communication from phone to retail. The department is responsible for intraday monitoring, scheduling, and capacity planning.

Furthermore, as goeasy digitally transforms its communication channels, the WFM team will play a pivotal role in innovating new workflows, routing rules, and channel optimization.

Using the newly created communication and labour management platform, the team will provide industry leading customer response time and optimize labour expenses.

If you have experience in workforce management and are interested in building an infrastructure that optimizes labour across all channels for a rapidly growing company, we would love to hear from you!

This position will be primarily responsible but not limited to : long term capacity planning, scheduling analysis, planning, solutioning, and implementing omni communication platforms for goeasy.

Core Responsibilities :

  • Be the owner of forecasting, capacity planning, scheduling for all communication channels
  • Proactively provide strategic recommendations to all levels of operational leaders that optimizes for demand and supply
  • Lead the delivery of new communication platform that connects workload to available labour hours. This could be but not limited to architecting the new routing rules, supply management and data management
  • Establish strong relationships with core stakeholders and support departments to align agenda on workforce governance and requirements
  • Onboard and develop technical and business knowledge of newly hired WFM teammates
  • Qualifications :

  • Experience in WFM, preferable if candidate has experience in retail and contact centre
  • Excellent knowledge in WFM software and omni-communication platforms
  • Advance data management and analytics skills. Comfortable using the usual data analytics tools such as Excel, SQL, Python (), R and etc.
  • Ability to manage multiple projects and tasks through exceptional time management
  • Effective communication and presentation skills for all organization levels
  • Good relationship building and relationship management skills
  • A continuous learner who is always intellectually curios!
  • Sense of urgency with affinity for solving difficult and complex problems!
  • Inclusion and Equal Opportunity Employment

    goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.

    Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

    Additional Information :

    All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

    We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

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