Workforce Management Specialist
Purplebricks, Canada

Purplebricks is committed to the safety of our employees and all candidates. Due to the current COVID-19 circumstances, all interviews with selected candidates will be conducted virtually. This opportunity involves working remotely and will require a reliable internet connection and a private workspace on a regular basis.

Who are we?

Purplebricks is a full-service real estate brokerage providing services to home buyers and sellers in Ontario, Alberta, and Manitoba.

With our honest, innovative approach to real estate, working at Purplebricks allows people to have a positive impact on the lives of others. We proudly help Canadian home sellers save thousands of dollars in commission, and give home buyers thousands in cash back, all while providing them with a high-quality real estate experience.

Workforce Management Specialist

The Workforce Management (WFM) Specialist supports call centre operations in our Customer Service, Showings, and Inside Sales teams. Through management of scheduling, real-time adherence and reporting, the WFM Specialist ensures our teams are available when our clients need support.

Requirements

What you will do:

• Provide real-time monitoring using Calabrio and CUIC, making adjustments to maximize resource efficiency and achieve service level goals and business objectives
• Forecast call volumes and optimize schedules to meet demand
• Conduct shift and vacation bid processes
• Schedule training and coaching meetings to limit customer impact
• Support staff in maintaining service level requirements
• Maintain constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results
• Produce daily, weekly, monthly and annual call volume reports
• Generate and manage schedules based on forecasted call volumes
• Compare results against forecast and identify opportunities for improvement

What’s required/expected:

• Two or more years’ experience in Workforce Management
• Excellent problem solving and analytical skills
• Proficiency with Microsoft Office and the aptitude to quickly learn proprietary software

• Professional verbal and written communication skills
• Excellent organizational and coordination skills suited to a fast-paced environment

Benefits

What we provide:

• Paid vacations, so you can recharge!
• Health amp; wellness benefits, because your health is important to us!
• Branded vehicle program/allowance
• Paid professional fees and dues
• Rewarding career opportunities for advancement with performance incentives
• Training, coaching, and professional development opportunities, because we set you up for success!
• The opportunity to work alongside a team of dedicated professionals

Purplebricks is committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employee’s cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at 1-866-336-9637, ext. 7246.

Job Rewards and Benefits