Job Description You will oversee real‑time intraday workforce monitoring and forecasting activities, including making real‑time schedule updates, supporting the creation, maintenance, and optimization of staff schedules, monitoring agent activity and schedule adherence live, and producing extensive workforce performance reports. The role identifies and escalates adherence and performance issues that impact service levels to Supervisors and management within the customer contact centre and field environments.

Major Responsibilities

Analyzes all customer service metrics, forecasts and trends within customer care and customer field services to identify root causes for variances; makes recommendations and identifies opportunities for service improvements.

Monitors real‑time contact volumes, queues, staffing levels, and schedule adherence for the 311 Contact Centre to identify emerging risks to service level performance.

Provides real‑time, intraday recom...