Title: Workforce Management Team Manager

Department: Customer Operations

Location: 6300 Steeles Ave West, Woodbridge

Total Expected Compensation: $65,000-$85,000

Position Summary: Reporting to the Manager, Customer Operations Workforce Optimization, the hands‑on Team Manager, Workforce Management leads and develops the Customer Operations support teams. Responsibilities include forecasting and capacity planning, live monitoring of customer contact service levels, intraday reporting, quality and audits, and maintaining process documentation.

Responsibilities

Leadership

• Provide feedback, coaching and conduct formal evaluations for all Intraday Coordinators and Workforce Forecast Analysts to meet department objectives and strengthen organizational capability.
• Deliver initiatives that motivate and inspire employees to drive consistent...