TouchBistro is currently looking for a Workforce Lead to join our CS Optimization team! In this role, you will be responsible for scheduling, forecasting, and staff levels of the customer-facing CS workforce to ensure optimal performance and customer satisfaction. This role requires expertise in workforce management principles and tools, including Salesforce, Salesforce Service Cloud Voice, and Playvox. The ideal candidate will have extensive experience in skills-based multi-channel contact centre environments, a strong analytical mindset, excellent organizational skills, and the ability to work collaboratively with the CS Leadership Team.
Your Day-to-Day
- Develop and implement workforce plans to ensure adequate staffing levels to meet service level agreements (SLAs) and business objectives for billing, retention, loyalty, technical support, and pro technical teams
- Create and maintain shift schedules for a 24/7 call centre operation, ensuring adequate coverage during all service hours, including developing, implementing, and maintaining shift bid processes
- Support CS Team Leads in intra-day management of the call centre; monitor real-time call volume and agent performance, making recommendations for adjustments as necessary to maintain service levels
- Generate and analyze workforce reports to provide insights and recommendations for workforce optimization to senior management, including forecasting staffing needs to create effective long-, mid-, and near-term capacity plans; accounting for potential impacts resulting from proposed changes that would impact long-term staff scheduling
- Work closely with other departments, including Operations, Human Resources, and IT, to ensure seamless call centre operations
- Utilize Salesforce, Salesforce Service Cloud Voice, and Playvox to analyze performance, identify trends, and implement improvements to enhance efficiency and customer satisfaction
All About You
Must Haves
- You have 5+ years of experience in workforce management within a multi-channel call centre environment that uses skills-based routing
- You have experience with database systems & tools such as Salesforce, Salesforce Service Cloud Voice, and Playvox (or others as relevant)
- You possess strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
- You are an excellent verbal and written communicator; you are able to interpret information of a detailed technical and complex nature
Nice to Have
- You hold a post-secondary degree in Business Administration, Management, or a related field
What We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About TouchBistro
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
What We Do
TouchBistro is an all-in-one POS and restaurant management system that makes running a restaurant easier. Providing the most essential front of house, back of house, and guest engagement solutions on one powerful platform, TouchBistro helps restaurateurs streamline and simplify their operations – allowing them to spend less time manually connecting the dots, and more time connecting with guests and growing their business
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