Workforce Planning Coordinator

Proudly owned by a Canadian company, HydroSolution is committed to offering exceptional service, innovative solutions, and expert advice to make every home as comfortable as possible. Through our turnkey products, we provide affordable solutions for clean air and water, both for homes and condominiums. We are committed to acting responsibly on the environmental front, particularly by minimizing waste sent to landfills and giving back to the communities where we live and work. HydroSolution is about putting people first by listening to our customers, fostering continuous improvement, and making our organization a place where you can build your career.

Join a company that offers comfort solutions to all Quebecers! We offer complete social benefits, an employer-contributed REER, mobile and well-being days, and much more. If you are passionate about joining an organization that aims for excellence in customer service, we would love to hear from you.

Looking for an exciting and sustainable career within a well-established company? At HydroSolution, we are proud to have been contributing to the Quebec market for over 65 years. Thanks to our products mostly manufactured in Quebec, we offer not only job stability but also real professional development opportunities. Join an engaged team and actively participate in our growth!

Role

As a Workforce Planning Coordinator, you will play a key role in the operational performance of our customer contact center.

Reporting to the Director of Operations, Customer Experience Center, your main objective will be to ensure optimal staffing planning for the short, medium, and long term in order to provide the right number of resources, at the right time, in the right queues. You will contribute to maximizing the customer experience, operational efficiency, and meeting our performance targets.

In addition to planning, you will monitor activities in real time and make the necessary adjustments to respond to the day's unexpected events.

Responsibilities

• Produce volume forecasts (call, request, and activity forecasts) for the short, medium, and long term by analyzing historical trends and business needs;
• Design and optimize team schedules based on forecasts, service objectives, and operational constraints;
• Perform capacity planning to ensure an adequate number of resources for each line of business and queue;
• Collaborate with management teams to anticipate future needs related to growth, projects, campaigns, and seasonality;
• Monitor service levels, call volumes, and performance indicators in real time;
• Make the necessary real-time adjustments (schedules, breaks, queues, priorities, etc.) to achieve objectives;
• Collaborate with the analyst to ensure continuous improvement of forecasting and planning models;
• Produce weekly reports and analyses on service levels, schedule adherence, resource utilization, and operational trends;
• Serve as a resource person for managers regarding workforce planning and operational performance.
• Desired Profile
• Hold experience in workforce planning (Workforce Management) or a similar role;
• Have experience in a customer contact center (mandatory);
• Be proficient in the Genesys telephony system (mandatory);
• Possess excellent analytical skills and be comfortable with data interpretation;
• Be able to transform forecasts into optimized schedules that meet operational needs;
• Demonstrate excellent organizational skills, prioritization, and autonomy;
• Adhere to the company's values: customer service focus, adaptability to change, and collaboration.

We offer to all our employees

• Comprehensive training on our products;
• Sick and mobile days to be taken throughout the year;
• A collective insurance program (supplementary health, medications, dental, life, and vision, etc.);
• A collective REER with employer contribution;
• Hybrid remote work: one day per week in the office;
• Well-being and remote work allowances;
• Free covered parking;
• Team activities and motivating contests;
• Telemedicine service;
• And many more!

Description

At HydroSolution, everyone's work is a source of inspiration and pride. Together, we offer more than products: we provide Quebecers with peace of mind by offering turnkey solutions for their comfort and safety.

Water heaters, EV charging stations, heat pumps, leak detection systems, water purifiers... our services evolve to meet the needs of today and tomorrow. We do not save lives... but we fix bad days! That's why we consider our employees as heroes of thousands of Quebecers' daily lives.

Do you have the profile to join an engaged family committed to simplifying the lives of its customers? Apply now, this offer could also change yours!

HydroSolution is an equal opportunity employer. We are committed to ensuring equality in employment, without discrimination based on race, color, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status, or any other characteristic protected by applicable law. The HydroSolution recruitment process includes accommodations for candidates with disabilities, in accordance with provincial laws and regulations on accessibility. All accommodations take into account the candidate's accessibility needs due to a disability and are available upon request.