Operations Coordinator

Job Title: Operations Coordinator

Location: Welland, ON  (Hybrid)

Estimated Duration: Fulltime

About Us
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

What You’ll Do
The Contact Centre Operations Coordinator plays a critical role in supporting optimization of workforce functions ensuring effective planning, scheduling, and execution of real-time activities. This includes day to day intraday analysis, managing offline planning, creating schedules, overseeing the execution of shift/vacation bids, contact centre timecard accuracy and onboarding/offboarding contact centre employees. This role is responsible for supporting key metrics such as service level consistency, to enhance customer satisfaction and the overall experience while ensuring budget needs are met. This role also involves close collaboration with leadership within the contact centres to align workforce strategies with broader organizational goals.
 

• Real-Time Staffing and Service Level Management: Actively monitor and respond to inbound and outbound volume trends, patterns, and activities across multiple contact centers on an intra-day basis to ensure key metrics and targets are achieved.
• Proactive Trend Analysis: Analyze trends such as call volume, handle time, and attendance to anticipate staffing needs. Plan in real-time with a forward-looking approach of up to one week, making recommendations to address potential staffing deficits or surpluses.
• Outbound Dialler Operations Monitoring: Oversee and adjust Outbound Dialler operations throughout the day to meet call center operational goals.
• Operational Updates: Create, modify, and deliver real-time operational updates to senior management.
• Utilize Operations Tools: Use key operations Excel spreadsheets and applications such as NICE Workforce Management to maintain logs, lists, reports, and data essential for daily real-time management of all contact centers.
• Schedule Request Support: Assist in maintaining adequate staffing levels based on forecasted requirements, employee availability, and business needs.
• Technology Issue Management: Identify and log global contact centre technology issues, liaising with relevant business units, IT, and support services for resolution.
• Assist with Scheduling, Timecard, and Administrative Tasks: Provide support for scheduling, managing timecards, and performing administrative duties as needed.
• Process Improvement Recommendations: Offer suggestions for process enhancements to the RTM Manager and Supervisor.
• Rotational Shifts: Work on a rotational basis within the department's hours of operation, Monday to Thursday on site at the Welland location, Friday/Sat/Sun remote: Monday to Friday 6:30 – 21:00; Saturday 07:30 – 18:00, Sunday 8:00-17:00. Hours may change with Business needs.

Our Commitment to Diversity, Inclusion and Belonging 
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
 
Accommodations  
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.