Manager Intraday Resource Planning & Scheduling Job at OLG
Manager Intraday Resource Planning & Scheduling
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Manager Intraday Resource Planning & Scheduling to manage and develop a high performing team of intraday (real-time) analysts to drive daily performance for business. This individual will provide status reports and key performance metrics, reviewing daily for trends and potential problems across all lines of business level. They will also actively perform and support various tactical activities associated with effectively managing Contact Centre performance to meet service and budget targets.
YOUR ROLE IN THE GAME
Reporting to the Sr Manager Resource Planning & Optimization, you will be empowered to:
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Develop protocols to monitor and manage service level performance, agent productivity (RTA – Real Time Adherence), and analysis, while directing and administering Ad hoc scheduling activities
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Leverage skills to influence and motivate operations management team to achieve common Customer Care objectives
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Lead and develop a high performing team of senior analysts to drive the daily performance for business objectives, reports, and key performance metrics
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Consult and provide recommendations to Customer Care leaders on intraday practices that will deliver on customer Care objectives
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Prepare and provide inputs for Customer Care improvement plan for weekly/monthly/quarterly/ budget related requests
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Identify key performance indicators, identify areas of improvement and influence implementation within Customer Care Perform regular assessment of service level performance and reforecast where required
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Produce comprehensive overview of service level drivers (Call volume, AHT, Schedules, Compliance, and Adherence) and make proactive recommendation on next steps and provide weekly insight to Sr Manager WFM
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Locate and define new process improvement opportunities pertaining to WFM and Performance indicators
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Support the processing of quarterly KPI target setting; driven by and feeding into annual budget process and the quarterly iterations
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Monitor and track service impacting issues and coordinate with various vendors and lead liaison to resolve issues, maintain and document incidences
WHAT YOU NEED TO PLAY
Work Experience: 5+ years of related work experience in a contact centre environment including progressive workforce management and team leadership experience; Experience in public sector regulatory agency is an asset
Knowledge & Education: Post-secondary degree/diploma, preferably in Business Administration, Operations and/or related discipline; Knowledge of contact centre best practices, workforce management, intraday operations, performance measurement, quality improvement and vendor performance management; Significant operational knowledge of Customer Care business processes and factors affecting customer service levels; proficient with WFM, CRM and reporting tools (Calabrio, ICE, MS Dynamics, Power BI are assets)
Critical Skills: Strong leadership skills with the ability to challenge and support others to achieve results and develop capabilities; Ability to interpret data, identify trends, produce solutions to complex problems, and identify process improvement opportunities; Excellent analytical and problem-solving skills with ability to define critical issues, investigate and diagnose problems and develop solutions; Exceptional communication skills, with ability to establish and maintain positive working relationships with colleagues at various levels throughout the organization
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what's right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
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Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
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Flexible Work Environment: to help balance both work and life
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You Matter: family friendly work practices and hybrid work
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Freedom to Innovate: supports new and better ways to be successful
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Be your Authentic Self: environment that values diversity as a source of strength
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Learning Galore: 24-7 access to robust online learning programs
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Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
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Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG – GAME ON!
OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario. OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at
www.olg.ca
We look forward to hearing from you, interested applicants please apply online by May 17, 2023.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
Please contact Human Resources at
careers@olg.ca
if you require accommodation at any time throughout the hire process
.
We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.
#LI-Hybrid
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG
and for recruitment modernization initiatives.
The information will be managed in accordance with all
applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures.
For any questions about this collection, please contact
careers@olg.ca
, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.
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