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About the Role
Reliance is seeking a Workforce Coordinator to support real-time operations, monitoring, and reporting for multiple lines of business. This role involves scheduling, time off planning, reporting, and managing communications between teams, with opportunities for growth within the company.
Responsibilities
- Support real-time operations of the call centre, monitoring and reporting on multiple lines of business.
- Perform support functions including scheduling, time off planning, reporting and real-time communications between teams.
- Manage and respond to email and chat requests for scheduling and event timing.
- Review, approve and schedule offline tasks.
- Support WFM team in the optimization of schedules, adapting to real-time requirements.
- Other duties as assigned.
Requirements
- Must have strong problem solving, analytical and organization skills.
- Must be detail oriented and demonstrate excellent verbal, written and listening skills.
- Must demonstrate multi-tasking ability, with the ability to adapt and prioritize in a busy, dynamic environment.
- Must have strong PC skills including proficiency in Microsoft Office (MS Office), in particular Excel and an understanding of Excel formulas.
- Call centre experience is preferred.
- An understanding of call centre metrics, WFM scheduling and reporting systems (Verint, Aspect, Avaya, CXOne) is an asset.
Skills
- Problem solving
- Analytical skills
- Organization skills
- Detail oriented
- Verbal communication
- Written communication
- Listening skills
- Multi-tasking
- Adaptability
- Prioritization
- PC skills
- Microsoft Office (MS Office)
- Excel
- Excel formulas
- Call centre experience
- Call centre metrics
- WFM scheduling
- Reporting systems
Location
- Hybrid
Work Type
- Hybrid
Salary/Compensations
- Competitive base pay plus the ability to earn more tied to your success
Benefits
- Training and development programs
- Competitive base pay plus the ability to earn more tied to your success
- A great benefits plan for you / your family
- Career paths so you can advance in the company
About the Company
- As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace.
- With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
- Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
- Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016.
- Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.
Equal Opportunity
- Reliance Home Comfort is an equal opportunity employer.
- We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.