Planificateur(trice), Centre contact clients et partenaires

Sector: Individual Insurance, Savings and Retirement / Permanent / Hybrid or telework / Start date: as soon as possible

Reporting to the Customer Experience Manager of the Individual Insurance, Savings and Retirement Client and Partner Contact Centre (CPCC), the Client Contact Centre Management Planner works closely with the management team to monitor productivity and operations using specific tools linked to the phone system. The planner monitors quantitative indicators in real time and proposes solutions to managers to optimize team processing capacities, in line with assigned objectives.

• Analyze in real time different indicators impacting customer service (intraday, calls on hold, availability of client relations specialists, dropped calls, wait times) in order to maintain established customer service standards
• Recommend to managers real time interventions with client relations specialists (logon, reduced non-availability, adherence to schedule, etc.)
• Modify telephone skills of client relations specialists when required
• Identify and propose possible solutions to optimize queues on a day-to-day basis
• Inform managers of indicator results (real time, daily and weekly)
• Record and alert managers in real time of incidents impacting customer service levels
• Participate in daily DMS meetings with team leader and other managers to identify and communicate operational issues and propose adjustments required to resource planning
• Record absences and non-telephone times of client relations specialists and ensure their adherence to the schedule
• Document models of productivity monitoring reports to managers
• Work closely with the resource planning team and provide them with monthly statistics
• Evaluate the impact of training, quality control feedback, coaching sessions, individual and team meetings, holidays and email sessions with a view to minimizing impact on telephone resource availability

Qualifications

• Bachelor's degree or college diploma in a relevant field (asset)
• 2-5 years' experience in call center operations and workforce planning
• Experience in Individual Life Insurance and Individual Savings and Retirement (asset)
• Analytical skills: understanding and interpretation of statistical data
• Excellent verbal and written communication skills
• Team player, proactive, diplomatic, ability to work under pressure
• Excellent English and French language skills, both oral and written, due to frequent interactions with English and French-speaking clients, colleagues or internal partners across Canada
• Proficient to highly proficient with Microsoft suite, in particular MS Excel
• Knowledge of Power BI, Genesys Pureconnect and Genesys Cloud CX (asset)

#LI-DL2

#LI-hybrid