Workforce Management Scheduler - Claims - Temporary (6 months)

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Company: CGIC
Department: Claims
Employment Type: Temporary Full-Time (6 months)
Work Model: Hybrid (2 days in office)
Language: English is required, French is an asset.
Additional Information: This role is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy.  That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose.  The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.

As the Workforce Management Scheduler you will provide scheduling support to business partners operating in Claims. You will create schedules, approve time off and support operational teams with scheduling activities.

How you will create impact: 

• Work closely with workforce management peers to track call volumes, call patterns, staff productivity, attrition and resource allocation and managing workgroups in real-time.
• Adjusting resources to accommodate unexpected changes in call volumes or resource availability and recommend changes.
• Resolving technical problems relating to phone systems and maintaining representatives' skill profiles to facilitate available resource for call routing.
• Providing technical support including instructions and troubleshooting for Genesys Cloud and other related technical issues.
• Supporting client facing operations with the view of enabling the organization to be the industry leader in client engagement.

To join our team:

• You have one year of experience in a call center or related business environment.
• You have post-secondary diploma.
• Having or working towards a certification in Workforce Management is an asset.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options to support personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community

Salary information:

Expected  Salary range :$43,550.00 to $72.583.00 CAD

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.