Title: Intraday Coordinator (Contract)
Department: Customer Operations
Location: 6300 Steeles Ave West, Woodbridge
Total Potential Compensation: $55,000 - $75,000
Position Summary:As a member of the Workforce Management Team, an Intraday Coordinator is responsible for the implementation and management of Workforce Management (WFM) process, including intraday real-time monitoring and analysis of agent activities, ensure line of business are running optimally to maximize efficiencies, protect and deliver on key performance metrics an serving as a liaison between the communications and customer operations departments, and conducting audits pertaining to CEO/CFO attestation and contact assurance for Commercial Relations and Resolution Queue.
Duties and Responsibilities:Supports day-to-day operations of a World Class Customer Operations Centre. (Digital, Commercial and Personal Customers)
Perform functions managing key performance metrics across multi-customer channels including scheduling, planning, reporting, audits, and communication liaison between departments
Complete audits report in relation to CEO/CFO certification and contact quality audits for Customer Operations team
Manage and respond real-time to multiple support channels (Phones - extension 5300, Teams channels, electronic mail, etc.)
Review, coordinate, and approve administrative tasks such as offline times (e.g., technical issues, customer follow ups, meetings, etc.), vacation, floater days, extra hours, voluntary time off, shift modifications, other forms, etc.
Efficiently optimize schedules (via daily and weekly optimization) in collaboration with Management/Supervisory team
Coordinate with Facilities, Information Technology and Management Team daily regarding real-time requirements and troubleshooting issues
Stay updated with procedural documentation and changes within Customer Operations, ensuring adherence to our current guidelines and process changes
Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed
Share best practices and collaborate with other members of the Leadership Team
Other duties assigned·
Qualifications:
2-year experience in a peer support capacity role
Completion of Business Administration Diploma or Equivalent
Must have strong problem solving, analytical and organizational skills with the ability to prioritize work to meet tight deadlines
Exceptional business writing and verbal communication skills including presentation skills
Must be detailed oriented and demonstrate excellent verbal, written and listening communication skills
Must have strong PC skills which include proficiency in Microsoft Office (MS Office) as well as demonstrates general understanding and operational knowledge of all systems used for our business (Scheduling tool - Verint, AWS, Salesforce/SAP, Workday, etc.)
Must demonstrate commitment to the 407 ETR corporate values of excellence (safe, customer-focused, innovative, efficient and collaborative) and integrity (ethical, diverse and inclusive, socially responsible, accountable and vigilant)
Demonstrates the ability to mentor and support others
Demonstrates ability to identify, evaluate and take initiative consistently
Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment
Call center experience preferred
We are actively seeking to fill this role as it is a current vacancy.
About 407 ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:
Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);
Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and
Public Sector Pension Investment Board (PSP Investments) (7.51%)
Learn more at 407etr.com
Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.
Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.
Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.
