Senior Leader, Workforce Management
ATB Financial
Date: 2 weeks ago
City: Calgary, AB
Contract type: Full time
At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID ).
About
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:
Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.
Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
About The Role
ATB Client Care makes over 1 million personal connections a year, and provides world class service advice 363 days a year. Our everyday banking specialists create virtual connections with new and existing ATB customers through a queue of inbound telephone calls to provide one-contact resolution for their general banking, online services and Mastercard product needs. It’s our job as experts to make things possible for our client by providing them the peace of mind, comfort and convenience of contacting us from anywhere and through the channel they choose.
The Senior Leader, Workforce Management (WFM) is a key leadership role responsible for overseeing the scheduling and forecasting functions within the Client Care Workforce Management team. This role involves leading a team of Schedulers and a WFM Forecaster, driving operational efficiency, and providing in-depth analytical support to enhance workforce planning and optimization. The Senior Leader will also collaborate closely with the Workforce Analyst, providing guidance and support on complex data analysis to improve contact center performance and achieve strategic objectives. This role is 70% hands on WFM crafter and 30% leadership.
Accountabilities
Leadership And Team Management
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]
Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn , Facebook and Instagram to learn more about what our team is up to.
About
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:
Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.
Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
About The Role
ATB Client Care makes over 1 million personal connections a year, and provides world class service advice 363 days a year. Our everyday banking specialists create virtual connections with new and existing ATB customers through a queue of inbound telephone calls to provide one-contact resolution for their general banking, online services and Mastercard product needs. It’s our job as experts to make things possible for our client by providing them the peace of mind, comfort and convenience of contacting us from anywhere and through the channel they choose.
The Senior Leader, Workforce Management (WFM) is a key leadership role responsible for overseeing the scheduling and forecasting functions within the Client Care Workforce Management team. This role involves leading a team of Schedulers and a WFM Forecaster, driving operational efficiency, and providing in-depth analytical support to enhance workforce planning and optimization. The Senior Leader will also collaborate closely with the Workforce Analyst, providing guidance and support on complex data analysis to improve contact center performance and achieve strategic objectives. This role is 70% hands on WFM crafter and 30% leadership.
Accountabilities
Leadership And Team Management
- Provide day-to-day leadership, coaching, and development to a team of Schedulers and the WFM Forecaster.
- Foster a collaborative and high-performing team environment focused on achieving WFM goals and objectives.
- Establish and maintain scheduling and forecasting policies and procedures to ensure efficient resource allocation and service level attainment.
- Support the professional growth and development of team members, including training and skill enhancement.
- Oversee the development and maintenance of accurate short-term and long-term forecasts for all contact center channels (voice, chat, back-office).
- Ensure strategic scheduling practices are in place to meet service level goals, optimize costs, and enhance team member satisfaction.
- Monitor and analyze key WFM metrics, including forecast accuracy, staffing levels, and adherence, to identify trends and areas for improvement.
- Drive initiatives to optimize resource utilization, balancing service levels with budget considerations.
- Collaborate with the Workforce Analyst to conduct in-depth analyses of contact center data, including call volume, handle time, and abandonment rates.
- Provide guidance and support in the development of complex data models and reports to inform strategic decision-making.
- Utilize advanced Excel/Google Sheets functions and other data manipulation tools to extract, analyze, and present data effectively.
- Prepare and present comprehensive reports and analyses to senior leadership, highlighting key findings and recommendations.
- Work closely with the WFM Director, WFM Leader, and Workforce Analyst, to align workforce strategies with overall business objectives.
- Partner with the Real-Time Management team to ensure effective intraday management and responsiveness to changing conditions.
- Collaborate with Training and Development, Payroll, and other departments to support workforce-related initiatives.
- Communicate effectively with all levels of the organization, translating complex information into clear and actionable insights.
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field.
- 7+ years of experience in Workforce Management or Contact Center Operations, with a focus on forecasting, scheduling, and data analysis.
- 7-10 years of experience in a leadership role, managing WFM teams.
- Experience and solid understanding of IVR and routing.
- Strong expertise in Genesys Cloud Workforce Management or similar WFM tools.
- Proficiency in data analysis and reporting, including advanced skills in Excel/Google Sheets (e.g., pivot tables, array formulas, data consolidation).
- Experience with data extraction and manipulation tools.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong interpersonal and communication skills, with the ability to effectively collaborate with and influence stakeholders at all levels.
- Demonstrated ability to think strategically and translate data into actionable insights and recommendations.
- SME in contact center metrics, KPIs, and operations.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]
Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn , Facebook and Instagram to learn more about what our team is up to.
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