Intraday Coordinator

Position Summary:

As a member of the Workforce Management Team, an Intraday Analyst is responsible for the implementation and management of Workforce Management (WFM) process, including but not limited to; intraday real-time monitoring and analysis of agent activities, ensure line of business are running optimally to maximize efficiencies, protect and deliver on key performance metrics.  

Position Responsibility:

• Perform intraday functions managing service level for multi-queue environment including input of daily schedule changes, absences, offline activities while managing all telephony requests relating to the call center and other areas of the business within Customer Operations 
• Manage and respond real-time to multiple channels (extension 5300, Teams channels, electronic mail, etc.)
• Review, coordinate, and approve administrative tasks such as offline times (e.g., technical issues, customer follow ups, meetings, etc.), vacation, floater days, extra hours, voluntary time off, shift modifications, other forms, etc. 
• Efficiently optimize schedules (via daily optimization) to efficiently schedule planned offline activities 
• Coordinate with Facilities, Information Technology and Management Team daily regarding real-time requirements and troubleshooting issues 
• Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed. 
• Share best practices and collaborate with other members of the Leadership Team.
   

Qualifications:

•  0 – 1 year experience in a peer support capacity role  
• Must demonstrate on a daily basis one’s commitment to the 407 ETR corporate values of excellence (safe, customer-focused, innovative, efficient and collaborative) and integrity (ethical, diverse and inclusive, socially responsible, accountable and vigilant).  
• Must have strong problem solving, analytical and organizational skills with the ability to prioritize work to meet tight deadlines. 
• Must be detailed oriented and demonstrate excellent verbal, written and listening communication skills. 
• Must have strong PC skills which include proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word, OneNote, OneDrive, etc.) as well as demonstrates general understanding and operational knowledge of all systems used for our business (Scheduling tool - Community, Avaya, Salesforce/SAP, Workday to name a few). 
• Must be flexible to work in a shift environment during the Customer Operations hours of operation, which are: Monday to Sunday 8 a.m. - 6 p.m. (including Statutory holidays) 
• Must be outgoing and able to provide feedback while interacting with employees to support employee engagement. 
• Demonstrates the ability to mentor and support others. 
• Demonstrates ability to identify, evaluate and take initiative consistently 
• Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment. 
• Document and quality control (ISO 9001) experience preferred. 
• Call center experience preferred. 

Our Offer:

• 407 ETR usage (taxable benefit)
• Competitive salary, bonus structure
• Competitive vacation package
• Community culture
• Continued education budget
• Expect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

• Canada Pension Plan Investment Board (CPP Investments) through indirectly-owned subsidiaries (50.01%);
• Cintra Global S.E. which is a wholly-owned subsidiary of Ferrovial S.A. (43.23%); and
• AtkinsRéalis, formally known as SNC-Lavalin (6.76%).

Learn more at 407etr.com.

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.