Workforce Management Expert at Legal Aid Ontario
Legal Aid Ontario
Elevate your career at Legal Aid Ontario as a Workforce Management Expert. Contribute to optimizing operations through advanced workforce planning and scheduling expertise in a flexible, supportive environment. In this essential role, you will leverage your expertise in Verint Workforce Engagement to enhance the Contact Centre's efficiency. With 3-5 years of workforce management experience, you will focus on forecasting, scheduling, and performance management while ensuring service excellence across all lines of business. Key Responsibilities:
• Configure and optimize Verint Workforce Engagement platform
• Manage system configurations and employee profiles
• Analyze historical data for staffing forecasts
• Produce actionable performance reports for leadership
• Develop training and job aids for technical teams Requirements:
• 3-5 years in workforce management in contact centres
• Advanced Verint Workforce Engagement experience
• Knowledge of Genesys Cloud CX
• Proficient in data analysis and Microsoft Excel
• Excellent communication skills for stakeholder engagement Support Legal Aid Ontario’s mission through expert workforce planning and management strategies to enhance service delivery.
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Vacancy posted 4 hours ago
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