Company Summary

Come work for a company that's committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other's talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

This resource will drive the objectives and disciplines towards forecasting, resource planning, operational system governance and reporting services, enabling contact center leadership teams to focus on attaining key performance objectives.

HERE'S HOW YOU'LL CONTRIBUTE: ​

• Responsible for managing business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone #'s as required, system music & voicing of call scripts.
• Responsible for accuracy of forecast, planning metrics and timely delivery of contact center data
• ​Participate in strategic business planning as it pertains to forecasting and planning.
• Partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
• Ensure that all departmental reporting deliverables are met.
• Provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience while delivering return on investment opportunities back to the business units
• Assist Directors & Managers within each line of business with the Intraday desk by monitoring real-time queue performance, offers guidance where necessary along with ad-hoc reporting to achieve a world class contact centre environment that correlates to our strategic priority of delivering exceptional customer experiences.
• Review new/change call flow requests and updates scripts and voicing as required.
• Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
• Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
• Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.

HERE'S WHAT YOU'LL BRING:

• Minimum of 3 years in the field of Contact Center Workforce Management
• Strong Computer Skills required; Excel, Workforce Management Software, Telephony tools
• Strong analytical skills and demonstrated understanding of call center metric calculations
• Demonstrated knowledge and work experience with Genesys WFM or other comparable WFM platform
• Excellent communication and customer experience skills

HERE'S WHAT SETS US APART:

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program

• Group retirement savings plan with company match

• Paid holidays and generous paid time off

• Hybrid work arrangements

• Paid volunteer opportunities and charitable donation matching

• Employee recognition programs that include referral incentives

• Potential for performance-based incentives

• The opportunity to participate in our stock purchase plan

• And more!

*As per terms of the employment agreement

The Great Place to Work® Institute has named FCT one of Canada's Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We're also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT's hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.