Intraday Coordinator

#IN-DNI #LI-DNI

Company: CGIC
Department: Workforce Management
Employment Type: Temporary Full-Time (6 months)
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is an asset.

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

As the Intraday Coordinator, you will monitor real-time performance metrics (like call volume, average handle time, and agent adherence) in a contact center to ensure service levels are met.

How you will create impact:

• Tracking key performance indicators (KPIs) such as service levels, conformance, occupancy, and agent adherence to schedules.
• Proactively adjusting schedules and shifting resources to cover unexpected volume gaps or over-staff situations.
• Analyzing trends and sharing insights with leaders on metrics like Average Handle Time (AHT) and absenteeism.
• Managing staffing during unexpected events, such as system outages.
• Working with team supervisors to optimize agent productivity.

To join our team:

• You have 1-2 years of experience in a call center or related business environment.
• You have post-secondary diploma.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• Your ability to remain calm and make swift decisions in high-pressure, fast-paced environments.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Expected Salary range: $43,550.00 to $72.583.00 CAD

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.