Senior Manager, Workforce Management - Manitoba,Canada Offsite

Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus  importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

Technical Support

Job Description

We are seeking a highly skilled and experienced Senior Manager of Workforce Management to oversee the strategic planning and optimization of our workforce resources dedicated to servicing enterprise-level customers. The ideal candidate will possess a deep understanding of workforce management principles, coupled with exceptional leadership and analytical skills to drive operational excellence and deliver superior customer experiences.

Responsibilities:

• Strategic Planning: Develop and implement workforce management strategies to optimize staffing levels, scheduling, and resource allocation for enterprise-level customer support operations.
• Team Leadership: Lead a team of workforce management specialists responsible for forecasting, capacity planning, scheduling, and real-time monitoring to ensure service level targets are met or exceeded.
• Accountability and Performance Management: Drive accountability within the team by establishing clear performance metrics and targets, including contact drivers such as call volume, email inquiries, and chat interactions.
• Cross-functional Collaboration: Collaborate with cross-functional teams, including Customer Support, Operations, and IT, to identify opportunities for process improvement and efficiency gains.
• Data Analysis: Analyze historical data, trends, and key performance indicators to forecast future demand and staffing requirements accurately.
• Talent Development: Partner with HR to recruit, train, and develop workforce management talent, fostering a culture of continuous learning and professional growth.
• Technology Adoption: Drive the adoption and utilization of workforce management tools and technologies to streamline processes and enhance productivity.
• Reporting and Insights: Prepare and present regular reports and dashboards to senior leadership, providing insights into workforce performance, operational efficiency, and customer satisfaction.
• Financial and Budget Ownership: Take ownership of financial planning and budgeting for the workforce management department, ensuring effective allocation of resources and adherence to financial targets.
• Industry Trends: Stay abreast of industry trends and best practices in workforce management, recommending and implementing innovative solutions to enhance service delivery.

Preferred Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field; Master's degree preferred and relevant work experience considered.

• Minimum of 5 years of experience in workforce management, preferably in a leadership role within a large-scale enterprise environment.

• Proficiency in workforce management software, such as [mention specific software], and advanced proficiency in Microsoft Excel or other data analysis tools.

• Strong analytical skills with the ability to interpret complex data sets and derive actionable insights.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence stakeholders at all levels.

• Proven leadership experience, including the ability to mentor, coach, and develop a high-performing team.

• Demonstrated strategic thinking and problem-solving abilities, with a track record of driving process improvements and operational excellence.

• Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities and deadlines.

This position is a remote position and candidates can be located anywhere in Canada.

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Basic Requirements

• Minimum of 4 years of experience in workforce management and contact center, preferably in a leadership role within a large-scale enterprise environment.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à ohr@motorolasolutions.com.