THE TEAM

The mission of the Concierge Workforce Management Department is to ensure the right people with the right skills are in the right place at the right time to optimize the Concierge business.

THE QUALIFICATIONS

The Manager, Contact Centre Forecasting has:

• Proven skills, certifications, education and/or experience
• Proficiency with workforce management software
• Proficiency in Microsoft Excel
• Excellent analytical skills with the ability to extract and interpret data, identify trends and gaps, problem solve, and make data-driven decisions
• Effective communication skills, with the ability to collaborate with cross-functional stakeholders
• Experience with contact centre metrics and KPIs and their impact on workforce planning and management
• Experience with contact centre technologies and systems
• Ability to multi-task, self-manage concurrent priorities, and handle large volumes of data
• A commitment to learn and apply Aritzia’s Values and Business and People Leadership principles
• The ability to collaborate fluently with cross-functional partners
• A commitment to quality and investing in results that add value to the business

THE COMPENSATION

The typical hiring range for this position is $75,000 - $125,000 CAD per year. The final agreed upon salary may vary based on factors such as job-related knowledge, skills and experience.
We are always looking for top talent. If your qualifications differ from those listed above, the scope of work and final agreed upon salary may be adjusted to reflect your individual qualifications.
Aritzia’s Everyday Luxury compensation package goes beyond the base salary with endless growth and recognition opportunities through our pay-for-performance philosophy. With comprehensive benefits, aspirational workspaces and elevated employee perks and experiences — we provide it all.

As the Manager, Contact Centre Forecasting, you will lead the team to:

• Analyze and understand the internal and external factors that impact interaction volume to direct the forecast, labour plan, schedule, and real time monitoring.
• Use historical and real-time data to predict future interaction volumes and labour requirements.
• Prepare, normalize, and build optimized forecasts for the long- and short-term.
• Monitor performance and adjust forecasts and staffing in real time to support the Concierge business.
• Generate reporting that summarizes forecasted volume and other key metrics to communicate insights for workforce management and overall Concierge division planning.