Microsoft 365 Workforce Planning Lead

Employeur Sherweb Inc.
Horaire Temps plein
Type d'emploi Permanent
Domaine d'emploi Informatique
Télétravail possible Non

Une région à découvrir

Résumé du poste

Position : Full-time, Permanent

Start date: As soon as possible.

Here's what we do and why we do it

Simply put, we will work together to simplify businesses' IT with cloud technology so they can focus on what really matters, making people’s lives better. Discover how we do that here :

Here's how you will contribute to the success of the company

Member of our M365 Support department, reporting to the Workforce Manager and working out in one of our modern offices, you will be responsible of a team of workforce technician & analyst to provide high quality service by ensuring high quality scheduling, reporting and modelling of current and future forecasts, ensuring the most effective use of our workforce against key performance metrics.

Here's what your day-to-day will look like in this role

Act as the main technical and staff point of contact for the M365 support workforce management planning team
Be responsible for M365 support operational forecasting and schedule management
Provide cross functional recommendations and support to M365 Support Managers & Directors to optimize operations occupancy
Plan and deliver strategies to increase performance and employee satisfaction in collaboration with Workforce Manager and Workforce Management Analyst Lead
Perform in-depth analysis of the workforce management planning to report on problem areas and solutions to M365 Support Managers & Directors
Ensure that forecasts, capacity plans and schedules are generated in a timely and precise fashion.
Recruit, provide coaching and share your knowledge with team members to promote skill development
Evaluate the team’s performance and manage discipline
Support adoption and standardization of scheduling processes and procedures across all line of business.
Learn WFM system, work with vendor and Workforce Manager on configuration, innovation, issues and upgrades
Ensure continuous improvement of workforce management planning procedures, processes and tools
Lead various workforce management projects, analysis, reporting and presentations
Carry out all other related tasks per the job’s evolution and departmental needs
Eastern Townships


Eastern Townships

Exigences et conditions

Here's what you need to have and master to get the job

If you have at least half, you have a great chance to receive a call from us.

AEC, DEC or Bachelor degree in business administration, IT or equivalent experience
3 years of experience in operations or workforce management
2 years of experience in staff or team leadership
Experience in technical support or in B2B customer service (an asset)
Excellent oral and written communication skills in English
Very good knowledge on Office 365 or Microsoft 365
Knowledge of Windows applications, databases and business Intelligence (an asset)

If you have these skills, you will fit right in with us

You have a strong understanding of the WFM life cycle including forecasting, scheduling and capacity planning
You have strong sense of organization, leadership and communication skills
You have a sense of urgency and good stress management
You are a result-oriented and performance driven leader
You can prioritize and pay attention to detail
You are resourceful and autonomous
You have a genuine interest and proven talent for coaching and developing others
You have excellent client-care fundamentals
You can present analysis and reporting results
You possess great judgement and business understanding
You can bring people together and favour teamwork
You can work with multiple objectives simultaneously and concurrently
You have strong multitasking abilities
You adapt to changes easily and are comfortable in an ever-changing environment

Avantages sociaux

Here's what you can expect from us Shortcutting your journey to your aspirations is possible when you surround yourself early on with knowledgeable and genuine people. We will put you in charge of important responsibilities from the beginning so that you can build your professional reputation. We will also help you quickly identify your strengths to build a strong foundation for your potential. So, if you have a head full of ideas and a soul full of hopes, here the floor is yours. This is our team philosophy Humans were built to help each other. What unites our team is the sense of purpose we get from helping one another and our customers. That's who we are, not just what we do. If you share this philosophy, you might just be one of us. Send us your resume to tell us your story.

Date d'affichage :

Date limite pour postuler : 30 avril 2021

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