Job Description

TD Description

Tell us your story. Don\'t go unnoticed. Explain why you\'re a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here\'s our story:

Department Overview

The Workforce Management (WFM) team is part of the North American Phone Channel Shared Services, providing ongoing support and leadership in the following specialty areas: Sales strategy, Customer and Employee Experience, Governance / Operating Solutions, Enterprise Workforce Management and Business Solutions. It is our high performing teams who create a passion for the customer experience and make North American Phone Channel Shared Services (NAPCSS) a great place to work. NAPCSS supports over a dozen lines of businesses, including all of the businesses in Canadian Personal Banking, Wealth, Direct Investing, TD Insurance, and US Contact Centre; driving superior solutions to enable a better Phone experience, and championing continuous improvement within the Phone network. We are supporters of a caring performance culture and leaders in great community spirit. NAPCSS offers a unique career opportunity to make an impact and build for the future. We seek individuals with a positive attitude who are driven to produce extraordinary results and would like to work in an environment that is fun, high energy, fast-paced, and collaborative.

Job Requirements

• Minimum 3-5 years\' experience in a Contact Center environment
• Hands-on experience and knowledge of Workforce Management systems & process is required
• Clear and thorough understanding of short-term forecasting practices
• Strong communication skills with an ability to present concepts and research to senior audiences with clarity and confidence
• Strong organizational skills with a proven ability to multitask
• Exceptional analytical skills with specific attention to detail
• Driven to continual improvement of processes and working environment
• Proficient with MS Office Suite (PowerPoint, Excel, Word)
• Ability to quickly learn new technology/software/systems
• Enjoys working in an agile, fast pace and collaborative environment

Hours

37.5



Reporting to the Manager, Forecasting, the successful candidate will be responsible for the long-term operational support of forecasting for Service Level, FTE supply, expenses and efficiency for all Contact Center groups that fall within the North American Contact Center (NACC). In partnership with the Centers and Business Unit stakeholders, this role advises on high impact solutions / recommendations and strategies to close identified gaps in business performance while building strong capabilities that can be leveraged across the enterprise. This is a highly visible role and the candidate will have exceptional communication and relationship management skills, enabling seamless interactions with a broad range of stakeholders across the bank at varying levels of seniority.

PRIMARY RESPONSIBILITIES:

• Support development and maintenance of WFM reporting tools
• Develop tools/resources to create efficiencies in forecast generation
• Support ADHOC performance insight summaries and senior level mitigation strategy development (completing analysis, documenting summaries, presenting to senior level leadership and other WFM partners)
• Deliver operational support to forecasting CoE Workforce Management activities, support short term to demand/ capacity planning to accurately forecast business outlook across NACC
• Partner with business stake holders and operations to provide support in sizing impacts of initiatives and provide recommendations for efficient solutions to deliver best in class customer experience.
• Develop proposals and recommendations for that identify and profile high impact, forward looking strategies, along with action plans to maximize productivity and efficiencies
• Execute on ad-hoc reporting for pre/post live day to provide detailed insights on business performance that is summarized in an easily understood output for all levels of leadership and understanding of workforce metrics
• Deliver process innovation to contribute to department efficiencies

• Assist in the support, training, and development of level 8 Analyst team through effective leadership to enhance individual and team performance
• Ability to lead without influence, garnering consensus across multiple stakeholders with varying priorities
• Lead weekly interactions with the senior leadership teams for the businesses we support in NACC
• Act as primary back-up for Deliver and Execution Manager
• Demonstrate resiliency under pressure

KEY RELATIONSHIPS:

• Reports to Manager, Delivery and Execution
• All WFM COE\'s (Scheduling, Demand/Capacity forecasting, Intake Analysts, and Business Partners)
• Distribution & Contact Centre leaders across different locations

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Additional Information

EDUCATION & WORK EXPERIENCE:

• A post-secondary degree in business, economics or other related fields of study
• 3-5 years of experience in workforce management, planning and analytics
• Experience with Genesys Decisions forecasting and Genesys WFM scheduling software is an asset
• Experience with database management and/or visualization software such as Tableau, Power BI, MS SQL, PHP, Python, R etc. is an asset

Business Line

Corporate

Job Category - Primary

Business Analysis / Reporting

Job Category(s)

Business Analysis / Reporting

Job Family

General

Time Type

Full Time

Employment Type

Regular

TD Bank