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Temporary Workforce Lead (Virtual, CAN)

November 17, 2025

Role Overview Reporting to the Manager, Process and Performance, the Workforce Lead will contribute to Sirva’s success by overseeing a team of Quality Analysts, Reporting Analyst and Workforce Analysts supporting the CX Operations. The operations utilize the latest contact center technology (voice/video calls, emails, text messages, VoIP and chats) and this position will play a key role in monitoring and evaluating the employees resolving customer queries and service escalations as well as provide Workforce management oversight. What You’ll Be Doing <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Oversee quality assurance, reporting and work force management (WFM) activities in CX operations centers </li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Direct activities of the Quality Analysts, reporting and WFM to achieve operational goals.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Lead the design of contact monitoring formats and quality standards. </li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Develop reporting and metrics using the data mined from quality monitoring system.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Identify trends through data analysis and provide to site leadership</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Participate in customer focus groups to identify customer needs and expectations and make recommendations for enhancing quality data elements.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Lead calibration meetings with Operations and Learning and Development </li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Develop and maintain reports to mine pertinent data on a recurring and/or ad-hoc basis</li> </ul> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Implement new workforce management tools and resources as they become available.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Continually review report setups, codes and data to ensure valid information is being provided to the management team with regards to actual volumes, forecasted volumes, current headcount and budgeted headcounts.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Maintain constant communication with CX Operations teams to coordinate needed staffing adjustments based on current and forecasted results.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Generate short and long-term staffing models and provides recommendations based on analysis.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Develop ad hoc reports relating to workforce management to meet internal business requirements as needed.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Proactively identify, support and coordinate report automation opportunities whenever possible.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Compare results to forecast and identify opportunities for improvement.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Regularly report out on workload and capacity</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Regularly report out on SLAs vs actual results</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Serve as a technical resource </li> </ul> People Management <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Manage 1-7 employees</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Manage on floor operations ensuring discipline and professionalism within the team, while delivering superior service to customers / clients</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Own, run and manage daily reporting for operational effectiveness</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Establish meaningful performance objectives that align with organizational strategy </li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Provide Employee feedback in weekly 1:1 sessions. Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a regular basis.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Focus on continual improvement of people and process.</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Perform mid-year and annual performance appraisals</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Immediately addresses performance issues </li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Work with leadership and Workforce Management teams to ensure adequate staffing, resources, training and coaching</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Provide inputs for nominations from the team for appropriate rewards and recognition for achievement of stated objectives </li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Effectively manage upward and downward communication</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Respond positively to evolving and changing business environment by both seeking and incorporating feedback and demonstrating the ability to adapt, while keeping a positive attitude</li> </ul> What You Bring to Sirva <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Bachelor’s Degree and relevant work experience</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">3-5 years’ experience in a leadership role in operations support in a contact center / desktop support environment</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Outstanding customer service skills and dedication to providing exceptional customer care</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Strong quantitative, analytical and technical aptitudes</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Ability to define problems, collect data, establish facts and draw valid conclusions</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Attention to detail, strong organizational and time management skills </li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Excellent verbal, written and interpersonal communication skills</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Must be able to effectively deal with people at all levels within the Company</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Ability to multitask and successfully operate in a fast paced, team environment</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Must adapt well to change and successfully set and adjust priorities as needed</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Must be proficient with Microsoft Office (PowerPoint, Word, Excel)</li> <li style="text-align: justify; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: 'Segoe UI', sans-serif;">Career oriented individual looking for a long-term association</li> </ul> At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable provincial and federal laws, we provide the following salary information for this position: <ul style="direction: ltr; unicode-bidi: embed; margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0px; margin-bottom: 0px; vertical-align: middle;">Position Title: Workforce Lead</li> <li style="margin-top: 0px; margin-bottom: 0px; vertical-align: middle;">Salary Range: $31-$32CAD/HR</li> <li style="margin-top: 0px; margin-bottom: 0px; vertical-align: middle;">Benefits: Comprehensive benefits package that includes choice of two Medical plans and two dental plans; Retirement plan, RRSP employer match (after 1 year), Life & Disability Insurance, and more. Benefits are based on employment status and may not be available for temporary or part-time employees</li> </ul> Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations. For positions available outside Canada, salaries will take into account local currency and market conditions, which may differ from the CAD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.Sirva Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (Sirva, Team Relocations, Allied, & northAmerican) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit <a rel="noopener" href="https://nam02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.sirva.com%2F&data=02%7C01%7Cvictorine.mbah%40ceridian.com%7C58f94b1705694110d41e08d834f3ae04%7C289321e09db64644b371956e6056d9eb%7C0%7C0%7C637317569578137236&sdata=V15TOG2tpvx6YQ14wuR%2FmlRrQMwvSpbmgTMRE0pI%2BU8%3D&reserved=0" target="_blank">www.sirva.com</a>. Sirva brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At Sirva, you will be in great company! Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories. If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at <a rel="noopener" href="mailto:HRSIRVA@SIRVA.com" target="_blank">HRSirva@Sirva.com</a> and let us know the nature of your request and your contact information.

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DISCLAIMER

Get Hired Faster With COMPANY_NAME!

1: COMPANY_NAME Smart Tools and Direct Employer Connections Help Speed Up Your Hiring Process

2: With Better Matches, Real-time Job Alerts, and Direct Employer Responses, COMPANY_NAME Helps Many Candidates Secure Interviews and Job Offers Within 15 to 30 Days!

3: The Type of Resume You Need to Get Priority Placement

4: Browse Full-Time, Part-Time, and Freelancing Roles With COMPANY_NAME

5: COMPANY_NAME Helps You Grow Your Career

6: The Easiest Way To Find A Job

7: Find Roles That Offer Growth, Culture & Benefits

8: Get Support With Resume, Interviews & Career Planning

9: Your Future Starts Today

10: Get Hired Within 15 to 30 Days With COMPANY_NAME

Temporary Workforce Lead (Virtual, CAN)

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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